Customer Service Operations Manager & Miskolc Site Lead

Location: Miskolc
Reports to: Market Leader HU
Leads: Customer Service organization in Miskolc
Working model: Hybrid, with a minimum of 3 days per week on-site in Miskolc

The Customer Service Operations Manager is responsible for the effective day-to-day operation, performance and continuous improvement of our Hungarian Customer Service organization.

This is a hands-on operational leadership role. The person is expected to stay close to the team and daily operation, understand what is happening on the ground, use data to identify issues and opportunities, and actively drive solutions.

In addition, the role acts as Site Lead for our Miskolc office, helping ensure that the site is well connected, engaged and effectively represented within Szallas Group.

Customer Service Operations

• Own the day-to-day performance and smooth operation of Customer Service.

• Ensure appropriate staffing, workload allocation and operational coverage.

• Monitor service, quality, productivity and efficiency KPIs and take action where needed.

• Stay close to daily operations, customer issues and escalations and step in when necessary.

• Identify operational bottlenecks and continuously improve processes and ways of working.

• Use data to understand performance, identify root causes and support decisions.

• Ensure Customer Service processes support both a strong customer experience and efficient operations.

• Translate business priorities into clear actions for the CS organization.

People Leadership

• Lead, support and develop Customer Service leaders and the wider CS organization.

• Set clear objectives, expectations and accountabilities.

• Build a strong performance, ownership and feedback culture.

• Coach and develop leaders and team members.

• Support recruitment, onboarding and capability development.

• Build an engaged and collaborative team.

Stakeholder Management & Continuous Improvement

• Represent Customer Service in relevant business discussions and projects.

• Work closely with Commercial, Product, Tech, Finance, HR and other teams on topics impacting customers and CS operations.

• Identify opportunities for simplification, automation and efficiency improvement.

• Drive implementation of agreed operational and organizational changes.

• Bring customer and frontline insights into business decisions.

Miskolc Site Leadership

• Act as the senior local representative and point of contact for the Miskolc office.

• Help ensure effective cooperation and communication between teams working from the site.

• Support a positive, professional and engaging local working environment.

• Coordinate with HR, IT, Finance and other functions on relevant site topics.

• Represent Miskolc-related needs, risks and opportunities towards Group management.
  

• Support local communication, engagement and company initiatives.

• Strong operational leadership experience, ideally in Customer Service, Customer Operations, Contact Center or a similar environment.

• Proven people-management experience, preferably including leading Team Leaders or other people managers.

• Hands-on leadership style – comfortable being close to the operation, people and everyday problems rather than managing only through reports.

• Strong understanding of operational KPIs, capacity planning and performance management.

• Data-driven, structured and pragmatic approach to problem solving.

• Strong communication and stakeholder-management skills.

• Ability to drive change and continuously improve processes and ways of working.

• Experience in the travel or technology industry is a strong advantage.

• Experience working in an international or multi-country organization is an advantage.

• Ability and willingness to work from the Miskolc office at least 3 days per week.

• Fluent Hungarian and strong working English.

• Be part of one of the leading travel-tech companies in the region

• Work on products used by millions of travelers

• Collaborate with talented and supportive colleagues

• Hybrid working model with flexibility

• Opportunity to make a visible impact on product strategy and business results
  

• Competitive compensation and benefits package