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.
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.