Senior Operations Manager seeking a fully remote role where I can lead large-scale teams and drive operational excellence. I thrive in international, data-driven environments. Open to BPO, tech, or multi-entity companies that value strong process management, people leadership, and continuous improvement.
Open to opportunities
Everes Nezha
@everesnezha
Senior Operations Manager | BPO & Contact Centre | WFM | Large teams | Multiple locations | €20M ARR |
AlbaniaWhat I'm looking for
Results-driven Operations Manager with 8+ years of experience spanning BPO, contact centre operations, and workforce management. I have a proven track record managing 300+ FTE projects and €10M ARR delivery environments, leading cross-functional teams across operations, HR, and finance.
Experience
Work history, roles, and key accomplishments
Current
Owned end-to-end operations of a 300 FTE project delivering €10M ARR, governing KPIs (CSAT, Productivity, Efficiency) and achieving financial targets. Developed and led 21 Team Leaders, managed payroll-related cost tracking and headcount analysis, and provided executive reporting and audit-ready governance documentation.
Led a regional WFM team of 9 analysts and schedulers, managing workforce strategies for 25+ clients across 700+ agents. Drove data-driven resource planning, forecasting, staffing allocation, and reporting pipelines, while supporting HR discussions and retention/engagement initiatives.
Planned and scheduled 400+ associates for Amazon, consistently meeting client SLAs and service level targets. Used Nice IEX workforce management to forecast demand and administer scheduling adjustments, proactively communicating operational risk scenarios tied to timing and FTE conditions.
Developed and maintained regular and ad-hoc reporting to support operational decision-making. Conducted post-mortem analyses, monitored daily exceptions (absences/lates), maintained event logs, and administered WFM system updates to improve planning effectiveness.
Education
Degrees, certifications, and relevant coursework
Everes hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
AlbaniaAuthorized to work in
Salary expectations
50k-100k USD
Social media
Job categories
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