Job Title: Senior Operations Manager Job Description **Essential Functions/Core Responsibilities** **Revenue and Profitability Management:** + Maintain and grow program revenues. + Ensure program profitability including managing revenue, margins, billing, seat utilization, and retention. **Training and Development:** + Develop and implement proficient training, staff development, and employee recognition programs. + Select, train, develop, and manage performance of staff in line with company policies and legal requirements. **Leadership and Compliance:** + Provide leadership and guidance to direct reports to ensure consistent administration of company policies. + Ensure operations are compliant with active contracts and meet operational performance standards. **Client Relationship Management:** + Oversee client relationships and facilitate open communications. + Understand client perspectives and expectations, and monitor client satisfaction. + Partner with Business Development to leverage and expand new business from existing clients. **Performance and Development:** + Conduct regular one-on-ones with direct reports to review individual and team performance. + Offer ongoing developmental support and create a positive work environment through employee engagement. **Cross-functional Collaboration:** + Participate in cross-functional meetings to resolve issues and drive continuous improvement. + Partner with functions like Training, HR, Quality, Workforce Management, and Talent Acquisition. **Vendor and Industry Relations:** + Maintain relationships with strategic vendors and stay abreast of industry trends and technologies. **Business Development and Communication:** + Host business reviews and communicate objectives through common reports. + Ensure all operational and capacity requirements are addressed. **Candidate Profile** + Significant experience within a contact centre environment. + Proven track record of mentoring, coaching, and providing direction to a team. + Demonstrated ability to analyze and improve work processes.Capable of working well under pressure and ensuring follow-through on tasks to completion. + Proven ability to organize and prioritize projects in a fast-paced, deadline-oriented environment.Focus on fostering a customer service disposition and upholding professionalism for self and team. Location: GRC Athens - Ilia Iliou 51 Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**