Swedish-speaking Operations Manager

The Operations Manager in Riga, Latvia, is responsible for overseeing daily operations, ensuring efficiency, and maintaining high standards of service. Key responsibilities include managing staff, optimizing processes, and implementing strategies for operational excellence. The role requires strong leadership, analytical skills, and experience in operations management.

Responsibilities

• Manage the performance of Project & support to clients (internal and external) and ensure that service levels are achieved.
• Ensure that customer expectations are met or exceeded.
• Ensure the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
• Manage and coordinate urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Managers and Team Leads, including career development.
• Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support.
• Interact with internal and external customers.
• Provide data and reporting of KPI’s and trends to Customer and others in ad-hoc, weekly, monthly and as needed.
• Drive Deep Dive and develop strategies for improvement.
• Work to make Contact Centre the single source of truth and service delivery channel for Customer.
• Monitor and manage phone queue (participating in escalated calls as needed).
• Oversee Solutions repository and ensure top quality solutions are available to the staff.
• Develop Service and Business Level Agreements to set expectations and measure performance.
• Develop an effective and workable framework for managing and improving customer experience.
• Advise management on situations that may require additional client support or escalation.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility.
• Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%)
• Manage Project P&L, highlight issue and build action plan if we miss target

Contact Centre Skills

• Leadership – leading teams from different departments / Locations to achieve organizational goals. Manage a team of 100+ resources
• Communication – ensuring that communication is ongoing and effective between different departments.
• Presentation – Presenting ideas and results to different stakeholders across the business including staff and senior management.
• Team-working – fostering an environment of teamwork to ensure that all products are delivered on time and company goals are met.
• Initiative – The ability to work alone and take the lead when hurdles arise or when tasks require completion.
• Planning - staying ahead of the game and ensuring that plans for the future are clearly labelled out for everyone to follow.
• Problem Solving – adapting to the ever-changing environment and reacting quickly to meet challenges.
• Transformation – Lead large transformation program for Contact Center
• Financial Management
• Direct annual budgeting and planning process for the project’s annual budget
• Develop and manage annual budget
• Oversee monthly and quarterly assessments and forecasts of project’s financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.
• Managing day to day processing of accounts receivable and payable
• Ensure that Accounting Department requests are resolved and communicated in a timely manner to internal and external parties.
• Develop long-range forecasts and maintain long-range financial plans.
• Develop, maintain and monitor all fundraising and accounting systems and procedures capturing all pledges, billings and receipts and for the recording of all revenue transactions, recommend and implement improvements to systems.

Qualifications & Requirements - General

• College degree in business administration, commerce, management, industrial technology or industrial engineering. Certain schools offer bachelor's and master's degrees in operations management.
• 2-3 years industry relevant experience in a similar capacity
• Knowledge and experience in organizational effectiveness and operations management
• Knowledge of business and management principles and practices
• Knowledge of financial and accounting principles and practices
• Knowledge of human resource principles and practices
• Knowledge of project management principles and practices
• Excellent computer skills and proficient in excel, word, outlook, and access
• Excellent communication skills both verbal and written
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
• Excellent interpersonal skills and a collaborative management style.
• Budget development and oversight experience
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Excellent people manager, open to direction and collaborative work style and commitment to get the job done
• High comfort level working in a diverse environment

Is this you? Then we would love to hear from you. Please send your CV and application letter to us as soon as possible. We interview candidates continuously.

Abous Us

Worldwiders is a global B2B-oriented recruitment company that specializes in executive search and specialist recruitment worldwide. Since our journey began in 2016, we have become the go-to partner for tailor-made recruitment solutions, connecting top talent with prestigious opportunities across the globe. With a proven track record of over 5000 successful placements and 400+ satisfied partners in 40+ countries, our expertise ensures that we match each talent and company with the best opportunities to drive career growth and organizational success.

To cater to specific markets and meet the diverse needs of industries and roles across the globe, we operate through a diverse portfolio of five specialized brands: Nordic Jobs Worldwide, Multilingual Jobs Worldwide, Asian Jobs Worldwide, IT Jobs Worldwide, and our dedicated Executive Search brand. Each brand is uniquely designed to focus on particular markets, ensuring comprehensive and customized recruitment solutions. Contact us today to explore how we can elevate your career or support your recruitment needs.