Stellendetail

👨💼Operations Coordinator | Ascensos Romania | Bucharest 

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. 

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: 

• 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. 

🌟 You’ll stand out even more if you bring: 

• 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 
  

🎯 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 

- Hybrid work mode
- 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 

🚀 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!