Head of Operations

Do you consider yourself a resultsoriented operations leader who is passionate about innovation and driving change Are you always on the lookout for improvements and like to be involved in the daytoday operation to make sure all the processes will run smoothly Then we might be looking just for you.

At CPM we create and deliver insightled sales marketing and customer experience strategies wherever and whenever our clients customers and shoppers can be influenced.

We are looking for an experienced Head of Operations from Business Process Outsourcing area ideally from international contact centre or customer support environment. You will ensure that the operational team is engaged motivated and trained so theyre able to deliver services and perform according to their objectives. At the same time you will keep up to date on client businesses objectives and marketplace enabling business focused discussion and proposing proactive operational solutions.

Tasks

Your key responsibilities:

• Develop and nurture existing client relationships to identify new business opportunities and increase annual turnover.
• Provide executive summaries and appropriate recommendations to clients based on KPIs and Trends.
• Daily communication with client to keep fully up to date on client businesses objectives and marketplace to enable business focused discussion and proposal of proactive operational solutions.
• Identify business development opportunities and present profitable strategic proposals to add value to the client operation and extend the services provided.
• Assist the Leadership Director in the preparation and negotiation of the operating budget for the following year.
• Producing quotes for new and existing clients based on their requirements and ensuring that the Business Unit is making enough profit.
• Proactively find new business opportunities to grow the client portfolio and ensure that the business gap is reduced.
• Ensure the operational teams are fully briefed and trained to be able to deliver the services required to fulfil the clients objectives and maximize profitability to CPM.

Requirements

What we look for:

• Strong leadership skills and a good allround knowledge of contact centre operations at large scale.
• Strong relationship building skills and be able build partnerships with external and internal stakeholders.
• Ability to interpret requests/requirements and effectively present data to support performance improvement activities.
• Ability to think strategically and execute tactically. Be customerfocused detail oriented articulate and credible and can instil confidence in the most demanding Clients.
• Understanding of contact centre market trends competition and key pain points.
• Effective in influencing and negotiating builds relationships and respect at all levels to gain support.
• Previous work experience in Slovakia deep understanding and knowledge of the Slovak labour market and law.
• Extensive working knowledge of Microsoft Office and Business Intelligence Platforms.
• Business fluent in English any other language is a big plus.

Benefits

What do we offer

• Start: March 2024 or upon agreement
• Contract Type: Full time permanent 40 hours per week
• Working days/Hours: Monday Friday between 9am 6pm
• Working Model: Office based
• Location: Vajnorsk 100 Bratislava Slovakia
• Salary: Starting from 48.000 EUR gross yearly
• Commuting allowance 50 EUR monthly
• Fully covered meal vouchers 5.85 EUR per worked day
• 5 additional paid contingency days after probation period per year
• Bestinclass people engagement activities and programs.
• Ongoing training and development

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailormade to the needs of our diverse markets. We focus on customer service sales and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace celebrating diversity in all forms including gender race religion disabilities and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

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