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Service Delivery Operations Lead with German
Sofia
Job No. 13104001
Full-time - On-Site
Job Description
Responsibilities:
- Team Leadership & Management: Lead a team handling contract management, order processing, invoicing, and providing insights while ensuring high-quality service for international client.
- Operational Efficiency & Improvement: Identify opportunities for continuous improvement across workflows, team structures, and user experiences, and implement tailored solutions to optimize performance and streamline processes.
- Project Management: Lead ad-hoc operational projects, process enhancements, and client-specific initiatives, ensuring timely delivery and adherence to client expectations.
- Cross-Functional Collaboration: Act as a key liaison between internal teams, delivery leads, and client stakeholders to ensure alignment on goals, priorities, and progress.
- Performance Management & Development: Monitor team performance, provide constructive feedback, and offer career coaching and mentorship to team members. Develop individual growth plans and foster a culture of continuous improvement.
- Forecasting & Scheduling: Analyze workload and forecast team output to effectively manage resource allocation and support the efficient scheduling of agents.
- Client Relationship Management: Build strong relationships with clients, understanding their evolving needs and ensuring that team output aligns with client goals and expectations.
Qualifications
Requirements:
- Professional Experience: 5+ years of work experience in a leadership role managing teams in a data-driven or operational environment.
- Leadership Expertise: Demonstrated success in leading teams, with a proven track record of driving performance improvements and achieving organizational goals.
- Language Proficiency: Fluency in English and proficiency in German language
- Technical Proficiency: Strong working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint), with advanced skills in data analysis tools and software preferred.
Preferred Qualifications:
- Experience in Data Analytics: Experience in data analysis and reporting, with an understanding of key performance metrics and how to drive business decisions based on data.
- Project Management Skills: Experience managing projects, with a focus on process optimization and operational efficiency.
- Problem-Solving & Analytical Thinking: Strong problem-solving abilities with a data-driven mindset and the ability to identify areas for process optimization and improvement.
