Description

Do you consider yourself a results-oriented 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 day-to-day operation to make sure all the processes will run smoothly? Then we might be looking just for you.

At CPM, we create and deliver insight-led 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 they're 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.

Your key responsibilities:

• Develop and nurture client relationships to identify new business opportunities, increasing annual turnover and profit contribution
• Ensure excellent service delivery of the services to the Dyson client
• Provide executive summaries and actionable recommendations to clients based on KPIs and trends
• Maintain deep client knowledge (business, objectives, market) to facilitate proactive, business-focused discussions and solution proposals
• Identify business development opportunities and prepare profitable strategic proposals with the Business Unit Director, adding value to client operations and expanding services
• Assist the Business Unit Director in preparing and negotiating the operating budget
• Generate quotes for new and existing clients, ensuring sufficient profit for the Business Unit
• Proactively identify new business opportunities to grow the client portfolio and minimize the business gap
• Effectively brief and lead the operational teams to deliver services that fulfil client objectives and maximize CPM profitability
• Maintain a high-performing, engaged, and motivated team by fostering talent retention

Requirements

What we look for:

• Proven past working experience in the contact centre environment, able to demonstrate clear understanding of contact centre market trends, competition, and key pain points
• Experience in client relationship management, effective in influencing and negotiating, building relationships and respect at all levels to gain support, able to proactively drive client engagement and collaboration
• Ability to think strategically and execute tactically, be customer-focused, detail-oriented, articulate and credible, and able to instil confidence in the most demanding clients
• Excellent written and verbal communication skills with proficient level of English
• Strong interpersonal skills, and the ability to communicate effectively with people on all levels
• Ability to interpret requests/requirements and effectively present data to support performance improvement activities; interpret and present data and insights to tell a story and influence the outcomes
• Ability to make informed decisions to achieve excellence in delivering the service to the client
• Strong organizational skills, attention to detail and multi-tasking skills, with the ability to prioritize work effectively and work successfully under deadlines
• Able to demonstrate an enthusiastic and positive outlook, thrives working in/with teams and in a multi-lingual environment, be self-motivated with drive to develop others, experience in succession planning and people development
• Pro-active and innovative approach to problem solving in all elements of a team
• Extensive working knowledge of MS Office, BI platforms and industry-standard tools, knowledge of analytical reporting and tracking

Benefits

What do we offer?

• Start: ASAP 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: Vajnorská 100, Bratislava, Slovakia
• Salary: Starting from 46.000 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
• Best-in-class people engagement activities and programs.
• Ongoing training and development

If you want to apply, please submit your CV in ENGLISH language. If you want to know more, then we are ready to meet you!

Who we are:

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made 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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