5CA

Manager Operations

Interview quotes

Otto van Haaren (CEO), Rob van Herpen (CCO) and Nick Pauli (COO)

Rob: “We really have a close working relationship with our clients. For each project there are dedicated teams spread around the world and we make sure that together they cover different languages. As we primarily operate in the gaming and technology sector, we work with highly skilled, dedicated agents, who get a solid training on the client, its products etc. I think the high quality level of our employees is one of the main advantages of 5CA. We also really help clients to improve their own processes..”

Nick: “For me it’s important that the Manager Operations understands the industry. You have to be able to assess where there’s room for improvement and make quick decisions. 5CA is a company that constantly changes and you will need the flexibility to adjust.”

Otto: “Someone who likes routine, doesn’t fit. People also expect you to lead by example and to provide guidance to your employees. This guidance has to be based on facts. Just deciding on gut feeling doesn’t work. There’s a lot of data available. Therefore, I expect that the Manager Operations has the thinking capacity and skills to make a sound analysis and then start the dialogue to discuss different options before taking a decision.”

Nick: “Because the teams are in different locations, communication is also essential. Keep people in the loop of your decision process, involve them and explain your choices. Make sure that also the people who don’t work in Utrecht are aligned. I think it would be a big achievement, if the Manager Operations is able to really create one team spread over different locations and that people would experience it as a single unit.”

Experience and education

  • Bachelor or Master degree;
  • 10+ years of experience;
  • Strong track record leadership positions, is able to manage large teams with indirect reports;
  • Experience with process optimization and project management;
  • Knowledge of Customer Service industry;
  • Affinity with innovation and technology is a must-have.

Competences

  • Flexible management style; is sensitive and empathic;
  • Decisive; is able to find a balance between collecting all information necessary and taking decisions when needed;
  • Drive, pervasiveness and execution power;
  • Transparent; keeps people in the loop and is able to manage expectations;
  • Results-oriented: focus on “getting things done” and monitoring progress;
  • Strong commercial and customer-orientation;
  • Conceptual and innovative thinking capacity;
  • Fluent in English.

Employment conditions and location

  • Excellent basic salary;
  • Location: Utrecht with regular (3 to 4 times a year) trips to Buenos Aires.

About position

As Manager Operations you are responsible for a smooth operation in all 3 branches: Buenos Aires, Utrecht and Work From Home.

5CA has been able to successfully innovate over the last 18 years. Moving forward, this innovative mindset will remain essential for 5CA’s growth and the Manager Operations will have an important role in this. (S)he needs to be able to continuously improve current processes with eye for the client’s wishes and new technologies available on the market.

The Manager Operations is required to develop a vision on the organization of his/her teams: Buenos Aires, Utrecht and WFH. Although they are physically separated, these teams have to work closely together for the same clients, requiring strong management skills. 5CA’s ambition is to grow its revenue by approximately 35% annually with a focus on expanding its work from home team.

Why is this an attractive role?

This position is interesting for professionals with knowledge of the customer service industry and the willingness to work in an environment where quality and innovation are key. The multicultural working environment consists of clients worldwide and agents around the globe. The organisation is ambitious and wants to grow significantly. As Manager Operations you can play an important role in realizing this ambition.

More information?

Consultant
Peter Freriks
peter.freriks@careeropeners.nl

Apply now
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