Operations Manager (Greek & English) – BPO | Remote / Hybrid | Eastern Europe

Operations Manager (Greek & English) – BPO | Remote / Hybrid | Eastern Europe About us At Prometeo Talent, we connect top-tier professionals with companies that are shaping the future. With a strong presence across America and Europe, we're proud to be one of the highest-rated recruitment agencies in the market. We're currently partnering with a global BPO company that delivers customer experience solutions for international clients. With a strong focus on operational excellence, performance, and continuous improvement, the company supports multilingual operations across multiple regions while fostering a collaborative and high-performance culture. About the Opportunity We are looking for an experienced Operations Manager to lead and scale a customer service operation supporting Greek-speaking clients within an international BPO environment. This is an excellent opportunity for a results-driven leader who enjoys managing large operational teams, building strong client relationships, and driving business performance. You'll play a key role in ensuring service excellence, operational profitability, and continuous improvement while working closely with both internal stakeholders and international clients. Responsibilities Lead the day-to-day operations of customer service programs, ensuring service excellence and operational efficiency. Monitor and achieve KPIs, SLAs, quality standards, and overall business objectives. Drive operational performance by analyzing metrics and implementing improvement initiatives. Manage operational profitability through cost control, productivity optimization, and financial performance monitoring. Lead, coach, and develop Team Leaders, Supervisors, and operational teams to build a high-performance culture. Serve as the primary operational point of contact for international clients, maintaining strong long-term relationships. Lead business review meetings (WBRs, MBRs, and QBRs), presenting operational and financial performance. Collaborate with Quality, Training, and Workforce Management teams to optimize service delivery. Support operational transitions, ramp-ups, and new service launches. Requirements 5+ years of experience managing operations within BPO, contact center, or customer service environments. Proven experience leading operational teams and contact center structures. Experience managing client relationships in customer-facing environments. Experience working with international clients and multicultural teams. Strong focus on operational performance, profitability, and continuous improvement. Solid understanding of contact center operations across voice, non-voice, omnichannel, and AI-enabled environments. Experience working with CRM platforms and contact center technologies. Advanced Excel skills with strong reporting capabilities. Fluent Greek (C1–C2) and English (C1–C2). Strong leadership, communication, analytical, and stakeholder management skills. Nice to Have Experience with Power BI or other business intelligence tools. Previous experience supporting large-scale international customer service operations. Experience leading operational transitions, ramp-ups, or launching new programs. Background in data-driven operational improvement initiatives. What's in it for You 🤝 Opportunity to work with international clients in a fast-paced global BPO environment. 📈 High-impact leadership role with direct influence on operational performance and business results. 💡 A role where you'll help shape operational excellence while driving continuous improvement and customer success. Locations Albany, Athens Remote status Fully Remote Employment type Full-time Albany Athens