English Operations Manager

About The Job

The Operations Manager is a senior leadership role responsible for overseeing the operations of a customer support team, managing a team of approximately 80 full-time equivalents (FTE). This role involves strategic planning, performance management, process improvement, and ensuring a high level of customer service while driving operational efficiency and employee engagement. The Operations Manager is responsible for ensuring the Operational KPIs, agreed upon in the client contracts, are being met and exceeded. The Operations Manager ensures stability and success within the project by working with operational staff inside the project, and all support departments within 5CA. The Operations Manager should research, test and implement procedural and framework improvements in cooperation with Senior Agents and Team Lead(s), by using the COPC framework. Handle the day-to-day client communication and coordination.

Responsibilities

• People management
  • Lead, mentor, manage and develop a large team of customer service agents, team leads, and support staff.
  • Provide guidance and coaching to team leads to enhance their leadership and team management skills.
  • Create opportunities for professional development, growth, and advancement for team members.
  • Foster a positive and collaborative work environment that encourages growth, engagement, and continuous learning.
  • Strengthen relationships and collaboration with other departments on a continuous basis.
  • Set performance goals and targets for the team (including agents, senior agents, team leadsetc.), aligning them with project KPIs and organizational objectives.
  • Manage the bi-annual performance cycle for the team, including the compensation review and salary increases.
  • Analyze performance data to identify trends, opportunities for improvement, and areas for skill development
  • Implement strategies to boost employee engagement, morale, and satisfaction within the project.
    
    
• Efficiency
  • Oversee the daily operations of the team to ensure smooth functioning and efficient customer query handling.
  •  Focus on continuous improvement in the project's internal processes, workflows, procedures and ensure that all necessary changes are planned and implemented.
  • Manage efficiency to ensure the operational financial project goals are being achieved.
  • Liaise with support departments regarding revenue forecast, volume needed, FTE's and worked hours.
  • Collaborate with workforce management to optimize staffing levels, scheduling, and resource allocation to meet service levels.
  • Collaborate with support departments, including Marketing, Data, and IT, to address client feedback, service inquiries, and improvements.
  • Monitor quality assurance in collaboration with the QA team and Senior Agents to ensure agents provide accurate, consistent, and high-quality customer interactions.
  • Ensure compliance with company policies, industry regulations, and data security standards.
  • Prepare regular reports on project performance, presenting insights and recommendations to senior management.
  • Utilize data-driven insights to make informed decisions that positively impact operational efficiency and customer satisfaction.
  • Communicate with upper management to provide updates, present performance metrics, and discuss strategic initiatives.
    
    
• Client facing
  
  • Act as the main point of contact with clients regarding all operational matters.
  • Providing immediate feedback to clients regarding product-related issues, while establishing procedures for when the need to provide immediate feedback arises.
  • Initiate, prepare and lead MBR’s and QBR’s with clients.
  • Collaborate with clients to stay on top of both product and procedure-related updates.

About You

• Minimum of 5 years in customer service, of which at least 2 years should be in an Operations Manager role.
• Proven experience in managing and developing large customer support operations.
• Strong interpersonal and leadership skills.
• Excellent analytical and problem-solving abilities, with a data-driven mindset.
• Strong understanding of customer service metrics, quality assurance, and process improvement methodologies.
• Strategic thinking with the ability to align operational goals with broader business objectives.
• Ability to adapt to a dynamic and fast-paced environment.
• Knowledge of industry regulations, compliance standards, and best practices.
• Excellent written and spoken communication skills - English ability at native level.
• Proficiency with Microsoft Office Suite (especially Excel).
• Proficiency in using contact center software, workforce management tools, and CRM systems.
• Previous experience with Zendesk, Helpdesk, Dynamics 365 (advantageous).
• Knowledge/certification in COPC would be a bonus.

Technical requirements

• A minimum internet speed of 10 Mb/s download and 10 Mb/s upload and Latency <120ms, internationally
• A minimum of 8 GB RAM  
• A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer
• An Intel Core i5-8260U or better/similar. 
• A smartphone usable for two-factor authentication that runs at least:
  • Android 8.0 or newer
  • Apple iOS 15.0 or newer 

What we offer: 

• The flexibility to work 100% remotely with no wasted commute time and travel costs 
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness
• Innovative digital tools and comprehensive training, with access to our library of online training courses
• Various learning and career development initiatives throughout the year
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few

About 5CA 

We are a remote-first CX company working with passionate agents worldwide. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience. 

Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds and champion diversity and inclusion in all we do. 

By sending your application, you understand that your data will be stored in our recruitment database. Your data will be held and used by 5CA primarily for the purposes of considering your application and your suitability for employment with us and will generally be kept for one year, unless we need to keep your data longer.

*As part of this recruitment process, 5CA may conduct a screening activity on your publicly available social media accounts registered on Twitter, Linked-In, Facebook and Instagram. For further details, please refer to our privacy policy.