Job Title: FR speaking Operation Manager Job Description The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. We are looking for an enthusiastic **Operations Manager I** for one of our clients in Travel industry. Join our team of **\#GameChangers** in **Athens.** **Why join us** Are you passionate about delivering a unique customer experience and have a natural drive to help people? Then join our fun-loving, multicultural team of #GameChangers at Concentrix Greece. **What we offer:** + Indefinite contract + Competitive remuneration package (14 Salaries/year) + Achievable monthly performance bonus + Daily meal voucher in Up Hellas Mastercard + Private health insurance + Dental Care + Opportunities for international Career through Concentrix International Mobility program + Employee events + Free gym, well-being activities, and a rooftop cinema with Acropolis views + Enjoy your lunch break at our brand new corporate cafeteria **What you’ll be doing:** **Essential Functions/Core Responsibilities** + Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed + Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) + Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements + Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) + Create and maximize relationships with client partners + Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance + Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching + Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner + Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement + Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements + Attend business reviews with the client + Handle a team of team leaders **Candidate Profile** + Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred + Previous experience in a similar role is required, preferrably in BPO industry + Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback + Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal + Work well under pressure and follow through on items to completion while maintaining professional demeanor + Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates + Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment + Willingness to work a flexible schedule **Working model : from the office (with the possibility for hybrid way of working)** **Location : Athens, Greece** **Working hours : Monday-Friday, normal business hours** _Please note that non-EU residents must have a valid work permit in Greece to be considered for employment._ **_Concentrix_** **_Hellas is an equal-opportunity employer_** **_Concentrix considers diversity a fundamental resource and offers everyone accesses to employment opportunities, regardless of gender, age, religion, ethnicity, or any other classification protected by applicable national laws._** Location: GRC Athens - Minwos 10-16 Language Requirements: English (Required), French (Required) Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**