General Information

Location
Tirana
Job ID
2457
Job Category
Operations Leadership
Language Requirement
English, Italian

Description & requirements

Description
Are you ready to try a new opportunity? For Albania and Kosovo we are looking for a Country Business Operations Leader (BOL) for ALBANIA and KOSOVO. This is an interim assignment for at least 6 months.
Join our Transcom Family!

The Business Operations Leader (BOL) is responsible for overseeing the day-to-day operational activities of the account, ensuring efficiency, and driving process improvements. This role is essential in optimizing the center's performance and contributing to overall business success.
The performance of the BOL will be measured in three dimensions: financial performance (top & bottom line) of the center, client delivery (meeting/exceeding contractual KPIs) and people leadership (VoE).
If you already work in Transcom in your country of origin, we can offer you an hybrid position alternating your country with Albania. It's a temporary role, but an interesting development opportunity!

Responsibilities
  • People Management: Lead and develop a high-performing team of professionals, fostering a positive and collaborative work environment
  • Operational Oversight: Manage and supervise daily operations, including staffing, resource allocation, and workflow management, to ensure smooth and efficient processes.
  • Training and Development: Identify training needs, facilitate training programs, and promote continuous learning and skill development among staff.
  • Performance Monitoring: Track and analyze metrics and KPIs, making data-driven decisions to meet or exceed performance targets.
  • Power of attorney (signatories/financial filings/tax filings/audits)
  • Directorships
  • Uphold Transcom values and integrity - can speak on behalf of the country - uphold Transcom laws
  • Health & Safety
  • Legal representation of the company
  • Membership of a country board (if required)
  • General responsibilities for contracts and agreements pertaining to the country (leases/facilities/Utilities/local permits/contracts)
  • Budget responsibility at the country level
  • Oversight and coordination with other support groups like IT, Facilities, etc. to ensure seamless delivery of services to our clients.
  • (legal) Representing the company in (external) local relations:
    • Unions
    • Local communities
    • Governmental bodies
    • Local vendors (landlords, utilities, etc)
    • Local financial transactions: petty cash etc
    • Employers associations
    • Representing the company to workers councils

What we are looking for:
  • Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).
  • Minimum of five (5) years of proven experience in contact center management or business operations leadership.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in contact center software, CRM systems, and data analysis tools.
  • Demonstrated ability to lead and inspire teams to achieve operational excellence.
  • Knowledge of industry best practices and compliance requirements.
  • Adaptability and the ability to thrive in a fast-paced, evolving environment.
  • English: Upper intermediate, at least B2
  • Second language (Italian) is an asset
What life is like at Transcom
We are a global network of 30,000 customer service specialists, in 29 countries, passionate about delivering exceptional customer experiences. At Transcom we are relentlessly committed. For our customers and for others. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Gaining recognition for working hard, being a team player and supporting others. Supporting positive and lasting change in their teams and communities. This is exactly how we are at Transcom. Here we care and cheer for others. You are included, just as you are, from day one. And with the right mindset, there is no limit to how much we can do together.
Does this sound interesting!? Then we’d love to hear from you!
Please send us your resume and short motivational letter!