Operations Manager for Sitel in Copenhagen

Operations Manager for Sitel in Copenhagen
Are you a committed manager, who is eager to work in a customer service environment? Do you want to be part of managing the operations of a call center focusing on customer service and technical support? Do you have experience working with the challenges related to leadership, handling of clients and KPI reporting? Then we have the role for you here at Sitel in Copenhagen.
At Sitel, we work with customer service and support on behalf of different companies who are leading the market within their field. As Operations Manager, your key task will be to manage our Team Leaders to ensure that we continuously meet the goals and KPI’s, which have been agreed upon in cooperation with our clients. You will work to deliver amazing service, monitor KPIs and assess and evaluate the results that we deliver to our clients. You will refer to our Country Director and will be part of a passionate and ambitious team that focuses on delivering the best results, and where no two workdays look the same.
Job Summary
As Operations Manager, you will manage the operational department and work continuously and proactively with our KPI’s, as well as with ensuring that the sickness and attrition rates are low in your department by creating a strong culture. You are a strong leader who is able to delegate responsibilities but you are also willing to work alongside your own team.
You will ensure a good operational foundation through:
Forecasting resources
Proactively working with our culture, sickness and attrition
Basic understanding of KPI’s and planning
Visible presence in operations
Ongoing feedback and coaching of management team
Planning training in cooperation with our team managers, trainers and product specialists
An analytical and realistic approach to our underlying processes
Involving internal and external stakeholders in strategical initiatives with the purpose of optimizing operations, quality and employee satisfactions and engagement

What are we looking for?
The ideal candidate:
Can work independently and organize time and tasks efficiently
Inspires people and interprets visions and translates it to the daily work procedure
Promotes a culture of open and honest communication and an environment that encourages team spirit
Has a very high level of one of the Scandinavian languages and is fluent in English
Has experience with leadership, handling clients and with KPI reporting
Has experience from the BPO industry, ideally from the call center or customer service sector

You are good at analyzing processes, adopt changes and you have an operational mindset in order to reach business goals. It also comes naturally to you to manage, coach and motivate larger groups of people. You enjoy a fast-paced and dynamic work environment, and you are the type of person who sees solutions instead of problems and opportunities instead of limitations.
To be successful in this role, it is important that you are structured, detail oriented and that you are able to stay calm in stressful situations as we often work with short deadlines. You take responsibility for your work and your tasks and you have a cooperative mindset and a problem-solving attitude.
Why Sitel?
Among the benefits of working with us is a good health insurance, a pension scheme, as well as a great work and social environment. We often have social events, competitions and other activities to make everyday life at the office a little bit more fun. Sitel has an atmosphere of joy, pace and ambitions, and in our flat and open organization, we will provide you with the best possible opportunities to develop and be inspired by colleagues at all organizational levels across our business. We take care of your development, both personally and professionally, and we make sure that you have the right conditions to thrive and deliver the best results. In turn, we expect the same from you – to always do your best in your job.
How to apply?
Have you read this job ad and do you find it to be the perfect fit for you, but do you not necessarily fulfill all of the requirements? We would still really like to hear from you and encourage you to send in an application and a resume, so we can get to know you better.
We will have interviews on an ongoing basis and will hire once we find the right candidate, so do not hesitate to apply if you believe this job sums up your character and ambitions.
If you have any questions regarding the position or about Sitel as a workplace, you can contact our Recruitment Specialist Helena Fjord at helena.fjord@sitel.com or by phone +45 44 12 72 26.
We look forward to hearing from you!