Operations Manager (m/f/d)- Sofia,Bulgaria

Your mission:
We are looking for an Operations Manager (m/f/d) to join us as soon as possible at our office in Sofia, Bulgaria.
As an Operations Manager (m/f/d), you will take responsibility for a customer service project for one of our well known clients, overseeing both operational and process-related aspects. You will lead up to 5 Team Leads, each managing up to 25 freelancers who report directly to them.

• Project Management & Account Management: You act as the primary point of contact for our clients, implement their specific requirements into our processes, and ensure high-quality execution in close coordination with your reporting Team Leads.
• Leadership & Coaching: You empower and coach your remote customer care team leads to act independently while inspiring them to motivate their teams to peak performance—always with the goal of maximizing customer satisfaction and sales performance.
• Analytical Mindset: You analyze all relevant KPIs of your project, quickly identify areas for improvement, and proactively drive timely optimizations.
• Stakeholder Management: You coordinate all internal and external stakeholders to ensure seamless processes and positive outcomes. You proactively drive process improvements and collaborate closely with the operations management team.

Your skillset:
• Education & Experience: You have a completed professional qualification and bring solid experience in project management and team leadership, ideally in a contact center environment.
• Language Skills & Client Needs: You understand the needs of our clients, communicate confidently at eye level, and know how to manage projects efficiently. You speak fluent German and are comfortable communicating in English.
• Motivating and convincing: As a communication expert (fluent in German), you can inspire and motivate people through charm, persuasion, and expertise—even in a remote work environment.
• Results-Oriented: You have a strong commitment to quality, work in a structured manner, and can adapt flexibly to fast-changing situations.
• Confident Presence: You have a confident and self-assured presence, enjoy working in cross functional and intercultural teams, and bring a good sense of humor.
• Sales background: Ideally, you have experience in sales coaching, as you will be responsible for leading your team to top performance through sales coaching (upselling and cross-selling).

Your winning deal:
• Your Benefits: In addition to 25 days of vacation, we also offer meal vouchers, subsidize your “Multisport Card,” support you with medical and dental care, and organize great team and company events.
• Your Workplace: You will work in a flexible, hybrid model from one of our modern  offices, with the opportunity to enjoy two weeks of “workation” within the EU each year (applicable only for employees with an EU passport).
• Your Footprint: A role in a profitable company where you have the freedom and trust to shape its future while working with us on the "future of work."
• Our Values: We pride ourselves on an open, authentic culture and a strong, dynamic, and humorous team that looks forward to making bold decisions and exploring new paths together to drive sustainable success.
• Your Opportunity: From day one, you will have the chance to take on responsibility, drive innovation, and grow both the company and yourself alongside a team of experts.