ICAP Contact Center, a member of ICAP OUTSOURCING SOLUTIONS, is the leading business-to-business services provider in Greece, with over 55 years of successful operation. Our in-depth customer care expertise is embedded in our procedures and methodologies and delivered in a value-added format to our clients.

We specialize in delivering high-level contact center services as an outsourcing provider to major organizations in Greece, having established long-term, successful collaborations by consistently meeting client goals and maintaining win-win partnerships.

We are currently seeking an experienced and results-driven Operations Manager to oversee and optimize the daily operations of our Contact Center. The ideal candidate will have a proven track record in managing teams, streamlining processes, and driving performance in a fast-paced contact center environment.

Responsibilities:

Lead and manage the overall operations of the contact center, ensuring efficient resource allocation and operational excellence.
Develop, implement, and monitor key performance indicators (KPIs) to ensure team performance and client satisfaction targets are met.
Supervise and support team leaders and supervisors, providing guidance, mentoring, and performance feedback.
Optimize workflows and operational procedures to increase productivity and service quality.
Ensure the delivery of exceptional customer service in line with company standards and client expectations.
Collaborate with senior management to identify opportunities for growth and operational improvements.
Prepare and present detailed reports on performance metrics, operational trends, and improvement initiatives.
Foster a positive and motivating work environment that encourages teamwork, accountability, and continuous development.
Ensure compliance with company policies and industry regulations.
Act as the primary escalation point for complex issues and client concerns.

Qualifications:

Proven experience in an Operations Manager or senior supervisory role within a contact center environment.
Bachelor’s Degree in Business Administration or a related field (Master’s degree will be considered a plus).
Strong leadership, organizational, and decision-making skills.
Demonstrated experience in managing KPIs, improving performance, and leading operational change.
Excellent communication and interpersonal skills.
A customer-oriented, analytical, and problem-solving mindset.
Proficiency in English and advanced knowledge of MS Office tools.

Benefits:

Private health insurance plan
Monthly performance bonus scheme
Innovation-driven and collaborative working environment
Hybrid work model – flexibility to work from home part of the week
Opportunities for professional growth within a dynamic, multinational organization

All applications will be handled with strict confidentiality.

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manager

call center

operation

contact center manager

operation manager

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ΠΕΡΙΛΗΨΗ ΘΕΣΗΣ

Operations Manager – ICAP Contact Center

ICAP CONTACT CENTER

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Operations Manager – ICAP Contact Center