Nice to meet you…
We are 5CA. We work with well-known companies in the technology industry to optimize their customer experience (CX). We have done so for the past 20 years and use our experience and best practices to consult with our clients and help execute their CX & support strategy.
We’re mostly focused on three industries, being video games, consumer electronics and eCommerce. While contact center services are our core business, we are developing into a strategic advisor when it comes to customer experience. Technology plays an important role, as we’re always aiming to find optimized ways to service our clients and realize a smooth experience, both for customers and our agents.
For our contact center services we use a mix of onsite and remote agents. A highly flexible and dynamic model, which ensures that we can provide our clients with the right foundation to deal with challenging situations. We provide omnichannel support in a wide variety of languages, using the latest technological innovations like Artificial Intelligence and Machine Learning. We’re not your typical contact center. You won’t find any cubicles here.
We’re headquartered in Utrecht, The Netherlands and have offices in Buenos Aires and Los Angeles. 5CA offers a fast-paced, dynamic workplace where every day is different and developments take place over the course of days, not months. 5CA’s culture is shaped by a young and talented workforce hailing from all corners of the globe with a thirst for new and exciting technology and games as the binding factor. The 5CA workforce is a community of gamers, techies, and geeks.
5CA has a flat hierarchy and every team member is encouraged to bring out the best in themselves and act beyond the scope of their 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:
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.