Candidatul Ideal
We are Ascensos Romania and today, our global #theAteam — 1,300+ strong — is growing again. We’re looking for a proactive and strategic Operations Coordinator to support the operational delivery of one of our projects.
This role works directly alongside the Operations Manager, acting as a key operational partner responsible for performance governance, leadership coordination, and ensuring consistent service delivery across Team Managers and Team Captains.
🌟 You’ll thrive in this role if you have:
This role works directly alongside the Operations Manager, acting as a key operational partner responsible for performance governance, leadership coordination, and ensuring consistent service delivery across Team Managers and Team Captains.
🌟 You’ll thrive in this role if you have:
- Proven experience in a BPO or contact centre environment, ideally in Management, Senior Management, or Operations support roles
- Strong ability to coordinate and influence multiple Team Managers and support leadership layers
- Solid understanding of operational KPIs, productivity, quality, and workforce performance
- Strong analytical mindset and experience working with operational reporting
- Excellent organisational and prioritisation skills
- Advanced English communication skills (spoken & written)
- Strong working knowledge of MS Office, Excel and other financial/profit reporting tools.
- Experience supporting Operations Managers or senior leadership roles
- Exposure to client-facing operational governance or performance reviews
- Experience working with WFM, QA, or cross-functional performance improvement initiatives
- Experience with CRM or telephony platforms (Salesforce, Genesys, NICE, Content Guru or similar)
- Experience working within large-scale projects or multi-team environments
Descrierea jobului
🎯 About the Role
As Operations Coordinator, you will act as the operational right hand to the Operations Manager, supporting the delivery, performance monitoring, and governance of a large-scale contact centre project.
You will coordinate Team Managers and Team Captains, ensuring operational standards, productivity targets, and service quality expectations are consistently achieved. The role combines operational performance management, leadership support, client interaction, and continuous improvement responsibilities.
🛠 WHAT YOU’LL OWN (day-to-day)
Monitor operational performance and KPIs
Track productivity, quality, adherence, service levels, and customer experience metrics, identifying risks and improvement opportunities.
Drive reporting and performance governance
Prepare, analyse, and validate daily, weekly, and monthly performance reports while ensuring accuracy and clarity of operational data.
Support client relationship and operational reviews
Participate in internal and client meetings, performance reviews, and governance discussions, ensuring transparent and proactive communication.
Support workforce and operational planning
Assist with staffing coordination, break planning oversight, and ensuring operational coverage across all service channels.
Support recruitment, onboarding, and leadership development
Collaborate in hiring processes, onboarding activities, and performance development initiatives for Team Managers, Team Captains, and operational teams.
Ensure compliance with procedures and service standards
Maintain operational governance by ensuring company policies, client requirements, and internal procedures are consistently followed.
Provide operational continuity and leadership support
Support the Operations Manager with project ownership responsibilities and ensure operational stability during periods of absence or high operational demand
🎁 What We Offer
- Meal vouchers (35 RON/working day)
- Private medical insurance after 3 months
- Paid training & continuous learning opportunities
- Career progression opportunities toward Operations Management roles
- Modern office space in central Bucharest with hybrid flexibility
- Recognition programmes & team events
Working in shifts covering the timeframe:
Monday to Friday, between 10:00 and 22:00 (8 hours shift + 1 hour total breaks)
Saturday between 11:00 and 21:00
Sunday between 12:00 and 21:00
Working Mode:
Hybrid – with flexibility to work from the office when needed
🚀 WHY JOIN US
At Ascensos you’ll work in a high-impact operational leadership support role with strong visibility across the business. We empower our people to take ownership, contribute ideas, and actively shape operational excellence across global projects.
With a people-first culture, strong development opportunities, and clear career progression pathways, this is the place to grow your operational leadership career while making a meaningful impact every day.
Looking forward to having you in #theAteam!
As Operations Coordinator, you will act as the operational right hand to the Operations Manager, supporting the delivery, performance monitoring, and governance of a large-scale contact centre project.
You will coordinate Team Managers and Team Captains, ensuring operational standards, productivity targets, and service quality expectations are consistently achieved. The role combines operational performance management, leadership support, client interaction, and continuous improvement responsibilities.
🛠 WHAT YOU’LL OWN (day-to-day)
Monitor operational performance and KPIs
Track productivity, quality, adherence, service levels, and customer experience metrics, identifying risks and improvement opportunities.
Drive reporting and performance governance
Prepare, analyse, and validate daily, weekly, and monthly performance reports while ensuring accuracy and clarity of operational data.
Support client relationship and operational reviews
Participate in internal and client meetings, performance reviews, and governance discussions, ensuring transparent and proactive communication.
Support workforce and operational planning
Assist with staffing coordination, break planning oversight, and ensuring operational coverage across all service channels.
Support recruitment, onboarding, and leadership development
Collaborate in hiring processes, onboarding activities, and performance development initiatives for Team Managers, Team Captains, and operational teams.
Ensure compliance with procedures and service standards
Maintain operational governance by ensuring company policies, client requirements, and internal procedures are consistently followed.
Provide operational continuity and leadership support
Support the Operations Manager with project ownership responsibilities and ensure operational stability during periods of absence or high operational demand
🎁 What We Offer
- Meal vouchers (35 RON/working day)
- Private medical insurance after 3 months
- Paid training & continuous learning opportunities
- Career progression opportunities toward Operations Management roles
- Modern office space in central Bucharest with hybrid flexibility
- Recognition programmes & team events
Working in shifts covering the timeframe:
Monday to Friday, between 10:00 and 22:00 (8 hours shift + 1 hour total breaks)
Saturday between 11:00 and 21:00
Sunday between 12:00 and 21:00
Working Mode:
Hybrid – with flexibility to work from the office when needed
🚀 WHY JOIN US
At Ascensos you’ll work in a high-impact operational leadership support role with strong visibility across the business. We empower our people to take ownership, contribute ideas, and actively shape operational excellence across global projects.
With a people-first culture, strong development opportunities, and clear career progression pathways, this is the place to grow your operational leadership career while making a meaningful impact every day.
Looking forward to having you in #theAteam!
Descrierea companiei
At Ascensos, we’re more than a contact centre — we’re Europe’s leading customer service outsourcing partner, trusted by some of the world’s most exciting retail brands. Founded in Scotland in 2013 and acquired in 2024 by global CX leader Firstsource, we’ve grown to serve clients across the UK, Romania, Turkey, South Africa, and Trinidad & Tobago.
Our award-winning culture isn’t just talk: in 2024 we were recognised with multiple industry awards including Best International Outsourced Contact Centre and Best Contact Centre Technology Innovation, and we were named Best Workplace at the Romanian Contact Centre Awards — proof of our passion for delivering exceptional, omnichannel customer experiences with a personal touch.
Our award-winning culture isn’t just talk: in 2024 we were recognised with multiple industry awards including Best International Outsourced Contact Centre and Best Contact Centre Technology Innovation, and we were named Best Workplace at the Romanian Contact Centre Awards — proof of our passion for delivering exceptional, omnichannel customer experiences with a personal touch.
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