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We are seeking a highly motivated and detail-oriented individual to join our team as an Operations and Process implementation Specialist. In this role, you will take ownership of tracking and monitoring key performance indicators, ensuring adherence to defined metrics, and analyzing performance data to identify improvement opportunities. You will also be responsible for designing and supporting operational processes that align with company goals and improve overall efficiency.  

We offer: 

• Motivating income and performance bonuses ( 700$ base + 1200$ bonuses) 
• Work Schedule : 9:00AM – 6:00PM or 10:30AM – 19:30PM 
• Official employment and social benefits (IT-park company);   
• Valuable experience in a diverse, global environment; 
• Engagement with an international group of companies with strong values and an inclusive corporate culture; 
• Participation in exciting global projects and collaboration with large international companies; 
• Career growth and development, including training to enhance your B2B client management skills; 
• Dynamic work environment; 
• Modern office with all facilities and relaxation areas, located in the heart of Buiucani district, Chisinau. 

 Responsibilities: 

• Develop, implement, and monitor KPIs and SLAs. 
• Calculate and prepare final documentation for team salary based on KPIs and SLAs. 
• Design and implement efficient operational processes and workflows. 
• Develop and maintain clear, comprehensive manuals for operational processes. 
• Implement systems to detect errors early in the process. 
• Monitor and analyze operational performance and revenue-related statistics. 
• Prepare and present detailed performance reports to senior management. 
• Work closely with other departments to ensure cohesive operations. 
• Oversee the implementation of technology solutions that support operational processes. 
• Ensure operational processes meet the needs of customers and stakeholders. 
• Analyze the timing and volume of incoming requests to optimize shift schedules. 

Required Skills and Qualifications: 

• Proficiency in English and Russian (both written and spoken). 
• Excellent communication and interpersonal skills, especially with B2B clients. 
• Strong analytical and logical thinking abilities. 
• Ability to multitask and prioritize tasks efficiently. 
• Quick to react and capable of making decisions under pressure. 
• High level of responsibility and ownership. 
• Previous experience in operational support, process management, or a related field is a plus. 

Additional Information: 

This role offers a dynamic and fast-paced environment with opportunities to drive significant improvements in operational efficiency and performance.