Operations Manager (Greek & English) – BPO | Remote | Eastern Europe

About us At Prometeo Talent, we connect top-tier professionals with companies that are shaping the future. With a strong presence across America and Europe, we're proud to be one of the highest-rated recruitment agencies in the market. We're currently partnering with a global BPO company that delivers customer experience solutions for international clients. With a strong focus on operational excellence, performance, and continuous improvement, the company supports multilingual operations across multiple regions while fostering a collaborative and high-performance culture. About the Opportunity We are looking for an experienced Operations Manager to lead and scale a customer service operation supporting Greek-speaking clients within an international BPO environment. This is an excellent opportunity for a results-driven leader who enjoys managing large operational teams, building strong client relationships, and driving business performance. You'll play a key role in ensuring service excellence, operational profitability, and continuous improvement while working closely with both internal stakeholders and international clients. Responsibilities - Lead the day-to-day operations of customer service programs, ensuring service excellence and operational efficiency. - Monitor and achieve KPIs, SLAs, quality standards, and overall business objectives. - Drive operational performance by analyzing metrics and implementing improvement initiatives. - Manage operational profitability through cost control, productivity optimization, and financial performance monitoring. - Lead, coach, and develop Team Leaders, Supervisors, and operational teams to build a high-performance culture. - Serve as the primary operational point of contact for international clients, maintaining strong long-term relationships. - Lead business review meetings (WBRs, MBRs, and QBRs), presenting operational and financial performance. - Collaborate with Quality, Training, and Workforce Management teams to optimize service delivery. - Support operational transitions, ramp-ups, and new service launches. Requirements - 5+ years of experience managing operations within BPO, contact center, or customer service environments. - Proven experience leading operational teams and contact center structures. - Experience managing client relationships in customer-facing environments. - Experience working with international clients and multicultural teams. - Strong focus on operational performance, profitability, and continuous improvement. - Solid understanding of contact center operations across voice, non-voice, omnichannel, and AI-enabled environments. - Experience working with CRM platforms and contact center technologies. - Advanced Excel skills with strong reporting capabilities. - Fluent Greek (C1–C2) and English (C1–C2). - Strong leadership, communication, analytical, and stakeholder management skills. Nice to Have - Experience with Power BI or other business intelligence tools. - Previous experience supporting large-scale international customer service operations. - Experience leading operational transitions, ramp-ups, or launching new programs. - Background in data-driven operational improvement initiatives. What's in it for You 🤝 Opportunity to work with international clients in a fast-paced global BPO environment. 📈 High-impact leadership role with direct influence on operational performance and business results. 💡A role where you'll help shape operational excellence while driving continuous improvement and customer success. Originally posted on Himalayas