Operation Manager

Pracovní nabídka

The Operation Manager ensures optimization of the Assistance Centers’ performance in line with given company business strategy. He/she assures high standard of assistance performance and continuously strives to improve the professional quality of services in regards to staff, case handling procedures, IT equipment, QA and cost control.

MAIN RESPONSIBILITIES:

Implementation of company business strategy

• Identifying needs of current customers in accordance with their business development
• Implementation of long-term targets in assistance operations
• Compliance with legal regulations
• Representing the company on meetings, negotiations

Controlling of assistance performance

• Following standard and customized rules and procedures
• Leading the team of Assistance Supervisors and Deputy Assistance Manager
• Permanent control of assistance workload, service level compliance and efficiency, based on feedback from Assistance Supervisors and internal tools (Power BI, performance check-lists, outcome from phone system, RON etc.)
• Support for assistance processes´ implementation in IT environment (call centre, Globo, RON, others)
• Monitoring and improvements of quality and costs´ control tools in assistance operations
• Tasks defined by Disaster/Contingency Plan and Business Recovery Plan
• Close co-operation with GM and Deputy Assistance Manager, mutual backing
• Interfaces with CRM, HR, IT, legal and process development departments

International co-operation

• Integration of EC PRG active 24/7 assistance into ECH structures
• Supervising regular communication with ECL
• Following on international development in the branch

Permanent improvement of professional qualification

• in the company
• personally

Objectives:

• focus on integration with EuroCenters and customers´ needs
• to control 24/7 active assistance performance
• to build up and develop a Company position within the Group

POSITION PROFILE:

Education / knowledge and experience:

• University degree
• At least 7 years working experience in Medical Assistance or similar industry.
• Experience in leading a team of junior staff members,
• Excellent at communicating user’s needs to software specialists,
• Customer Service oriented, Solution oriented,
• Full computer literacy in Microsoft office tools

Language skills:

• Fluent in at least 2 languages, one of which must be English.

Other skills:

• Flexible, stress resistant, systematic, reliable, able to solve conflicts, team player and team leader, able to handle confidential information.
• Work well under pressure
• Strong communication skills

Other characteristics / specifics of the position:

• Openness to take on-call responsibility to support the team

WE OFFER:

• Opportunity for professional growth and development in a multinational company
• Friendly, collaborative, and supportive work environment
• Competitive salary and benefits package
• Work-life balance initiatives and social events.
• Background of a stable international company with 12 branches worldwide
• Very interesting and varied job
• Modern offices in Karlín (one of Prague's liveliest districts)
• Possibility of Home office