International Operations Manager

MG Group is hiring!

Join our team, a leading contact center BPO company specializing in delivering innovative solutions across various communication channels such as phone, chat, email, fax, text message, and social media. With a track record of successful collaborations with clients from domestic, regional, and US markets, we're expanding our operations to accommodate new clients based in the US. We're seeking a dynamic individual to contribute their expertise towards enhancing client relations and driving results.

Position: International Operations Manager

If you:

  • Excel in problem-solving and strive for excellence
  • Seek stability and growth within a supportive company culture
  • Thrive in a fast-paced, collaborative environment
  • Have a customer-centric approach and prioritize service excellence

We Offer:

  • Opportunities for career advancement in an international setting
  • Competitive salary, bonuses, and full-time employment benefits
  • Engaging team-building activities and social initiatives
  • Comprehensive private health insurance

Responsibilities:

  • Lead and oversee daily operations of international teams
  • Maintain regular communication with clients, updating on team progress
  • Manage client relations and coordinate resources to drive business growth
  • Identify hiring and training needs, reporting on personnel changes
  • Propose and evaluate new services in collaboration with clients and management
  • Act as a liaison between employer and employees
  • Monitor team performance using KPIs, recognizing and rewarding exceptional results
  • Facilitate onboarding and training processes for new hires
  • Implement and improve procedures and standards
  • Coordinate team selection processes and conduct regular performance reporting
  • Ensure quality control for agents' service delivery
  • Handle payroll preparations for assigned teams

Candidate Requirements:

  • 3 years of managerial experience in people and process management
  • Experience in call center operations, especially in ground transportation, is advantageous
  • Bachelor's degree in Management or Organizational Sciences preferred
  • Proficiency in English (C1/C2 level)
  • Proactive with the ability to adapt to a dynamic environment
  • Flexibility to occasionally work weekends and US working hours

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