B2C Operations & Performance Manager

This role is different:

A classic team leader or sales position this is not. It's a role created for a professional who:

• wants real ownership of a system
• works comfortably with KPIs, reports, and deviations
• prefers control, discipline, and clarity over improvisation

You will have real autonomy, complete access to data, and a clear mandate to structure, correct, and optimize daily activity of the B2C department.

Main responsibility:

You will coordinate the operational daily activity of the B2C team (3 agents), with focus on performance control, service quality, and process respect, using data from CRM, call center, and BI reports.

What you'll do concretely:

• Analyze daily KPIs for B2C (calls, leads, conversions, response time, AOV)
• Monitor and correct agent activity (CRM, follow-up, prioritization)
• Ensure quality control of services (listen to calls, structured feedback)
• Manage daily tasks and operational flows of the department
• Suggest and implement process improvements based on data
• Collaborate directly with management on operational and performance decisions

What you won't do:

• You won't take over an agent B2C role
• You won't make direct sales
• You won't be the emotional buffer between team and management

Profile sought:

• 3-5 years of experience in call center/customer operations/sales operations
• Solid experience in using CRM systems and working with KPIs and reports
• Structured, analytical thinking, process-oriented, and results-driven
• Comfortable with firm feedback, direct corrections, and unpopular decisions

What we offer:

• Real autonomy and a role with direct impact
• Complete access to CRM, Power BI, ERP, call recordings
• Clear objectives and control mandate
• A key role in a stable, growing business with already built infrastructure