Operations Manager

Job description

Who you are

We’re looking for an experienced Operations Manager to manage our support services. You directly manage a team of Project Leads who run the day-to-day operations for their clients. Also the Training & Content Lead and QA Lead report to you. The total agent base of our company is currently 250+ and growing (based all over the world).

 

Considering the importance of the video games industry for 5CA, you have hands-on experience managing player support operations for video game publishers. Ideally you combine this with experience running support for consumer electronics and/or ecommerce products.

 

You need to be able to act on both strategic and practical level. You have an eye for detail and you like to get hands-on. A getting-things-done mentality runs through your DNA.

 

Why we want you

This job requires flexibility, and an international mindset. A time zone is a challenge, not an obstacle, and no work day will be the same because of this.

 

Concrete tasks for this position are:

  • Supporting the company’s vision and objectives
  • Providing operational leadership to position the company at the forefront of the industry
  • Using data analytics to spot opportunities for improvement and improve performance
  • Optimizing business processes in a complex environment
  • Initiating change and getting the organization on board

 

You report to 5CA’s COO and you closely cooperate with the Client Service Managers, who manage the partnership with our clients. In short, 5CA’s Operations Manager takes care of the operational management of our projects. You are responsible for executing, maintaining operations and ensuring our clients are happy with the services we deliver. You optimize quality while maintaining solid occupancy rates, and enable us to grow our business. There is so much more to this position. Flexibility, independence, entrepreneurship and ownership are crucial keywords.

 

Responsibilities

  • Monitoring and exceeding daily contact center KPI targets.
  • Coordinating & analyzing reports on performance of projects and agents.
  • Managing, coaching and inspiring a team of Project Leads, Knowledge & Content Lead and QA Lead, and therewith creating an optimal work environment.
  • Ensuring a good agent experience; after all, good customer service is the result of happy agents.
  • Maintaining and optimizing the operational relationship with our clients.
  • Translating our clients’ business requirements to effective customer experience procedures.
  • Optimize occupancy rates within the qualitative requirements we have in place. Quality comes first, but we obviously need to make sure that we work efficiently across the board.
  • Creating an effective cross-border company culture where all agents can surpass their goals and expectations.


Requirements

Requirements

  • Higher education; preferably on a business and academic level.
  • At least 10 years of experience in operational roles in the contact center environment.
  • Experience managing player support teams in the video games industry is a must. Experience in consumer electronics and/or eCommerce is a big plus.
  • Experience leading cross-border teams and being able to work closely with people with a different cultural background. Experience working with remote agents is a big plus.
  • Great understanding of Customer Experience and the increasing role of technology in this space. You have a vision on the next big thing, you are tech savvy and people smart.
  • Team player who speaks fluent English. Other language skills are considered a plus.
  • Willingness to travel and work abroad on a regular basis.
  • Take ownership, work both strategic and hands-on, fast thinker and make decisions.

 

We offer

  • A competitive salary based on market standards
  • A fulfilling position within a fast-growing company with great clients
  • An inspiring environment with young, talented colleagues from all over the globe
  • Great location: our office is centrally located in Utrecht, a two-minute walk from the central station

About us

We are 5CA. For the past 20 years, we've used our expertise to help our clients build their CX & support strategy. Focused on three industries: video games, consumer electronics, and eCommerce, we provide omnichannel support in a wide variety of languages, always using the latest technological innovations.    


We’re headquartered in Utrecht, The Netherlands, with offices in Los Angeles, Buenos Aires, and Hongkong. For our contact services, we use a mix of onsite and remote support specialists. A highly flexible and dynamic model, by which we help our clients deal with challenging situations.    


5CA offers a fast-paced, dynamic workplace where every day is different, and developments take place in days, not months. Our culture is shaped by a spirited workforce, hailing from all corners of the globe. We all share a thirst for new and exciting technology and gaming as the binding factor. 5CA has a flat hierarchy, where you are encouraged to think big, dream big, and live up to your full potential.