Operations Specialist - Amsterdam based

Location: Hybrid – we work from the office on Mondays and Thursdays; the rest of the week is flexible.

Hours: 40 hours per week 

About the Role: 

Are you ready to make a positive impact in a purpose-driven, international scale-up? At Talk360, we’re on a mission to connect people globally, and we’re looking for a hands-on, proactive Operations Specialist to help us scale to the next level.

This is a dynamic and versatile role where you’ll set up and streamline processes, drive operational excellence, and collaborate closely with teams across the company. If you love solving puzzles, thrive in fast-paced environments, and enjoy being involved in many parts of the business, we’d love to hear from you.

Job Description:

Operational Management 

• Lead operational projects to improve automation, improve service delivery and reduce costs. 

• Develop and maintain Standard Operating Procedures (SOPs) for key operational processes. 

• Work closely with the product, tech, support, data and marketing teams to ensure seamless service delivery. 

• Calling performance 

• Oversee the quality of calls, ensuring standards are maintained, and address and resolve any issues with suppliers or internal stakeholders to maintain seamless operations. 

• Continuously monitor calling performance, and prepare regular (weekly, monthly, yearly) reports and conduct analysis to provide insights into call performance and supplier effectiveness. 

• Identify and implement routing improvements with suppliers to optimize operations. 

• Manage the purchasing of all rates, ensuring the best possible terms to reduce costs while maintaining quality, ultimately ensuring a healthy margin.  

• Mobile Topups: 

  • Monitor the performance and reliability of mobile top-up services, ensuring seamless integration with suppliers and no service interruptions. 

  • Develop and optimize mobile top-up services to ensure competitive pricing, user-friendly experience, and efficient transaction processing. 

• Collaborate and implement systems and procedures to detect, monitor, and manage fraud within the calling and mobile top-up services. 

Relationship Management   

• Maintain regular communication with suppliers to ensure alignment and address any issues promptly. 

• Provide market news and insights to the company to stay ahead of industry trends. 

• Support strategic partnerships with new and existing suppliers to strengthen the company's supply chain. 

Internal Collaboration & Coordination 

• Participate in project meetings to provide industry insights and ensure alignment with industry standards. 

• Work closely with internal teams on technical collaborations to support project requirements. 

• Assist in resolving trouble tickets involving suppliers, ensuring swift and effective resolution. 

What you bring

• 2-4 years’ experience in Operations role 

• Experience working with Data and Operations 

• Strong analytical skills and advanced Excel knowledge.

• Familiarity with MySQL or other basic data querying tools is a nice to have.

• Experience with telecom or mobile top-up systems is a big plus.

• Experience leading operational projects to optimize service delivery, reduce costs, and improve automation. 

• Strong knowledge of project management methodologies and tools 

• Ability to develop, implement, and maintain Standard Operating Procedures (SOPs). 

• Expertise in creating streamlined workflows and ensuring operational consistency. 

• Experience with Digitalk Carrier Cloud tooling a plus.  

How You Work

• You're a quick learner and a curious generalist, you pick things up fast and aren’t afraid to ask questions.

• You take action without overcomplicating things. Progress over perfection is your motto.

• Comfortable with making decisions and moving forward even in ambiguous situations, ensuring operational continuity without getting bogged down by unnecessary details or delays. 

• You communicate clearly and work well with a range of stakeholders.

• Strong analytical and critical thinking skills to identify and resolve issues. 

• High level of accuracy and attention to detail in all tasks and ability to spot errors and inconsistencies in data and contracts. 

• Able to juggle multiple priorities and stay organized.

• Flexible, open to feedback, and always up for learning a about technology, strategy, or way of working.

What we offer you

• €1500 personal development budget (yes, for personal growth too!)  

• Company laptop and all the tools you need  

• Monthly phone allowance of

• 25 vacation days  

• Per calendar year you are permitted to swap two standard public holidays in your country for ones that are more relevant to your culture or faith.

• Commuting allowance  

• Weekly team lunch on Thursdays  

• Flexible hybrid work setup (we’re in-office on Mondays & Thursdays)  

• Option to work remotely, including from our South Africa office  

• Real autonomy, we trust you to take ownership  

Work with diverse & multicultural colleagues - we have Talketeers all over the world, including South Africa, Nigeria, Kenya, Suriname, Turkey, Egypt, and the Netherlands.   

Do you want to be part of our journey? We can’t wait to meet you! Please share your resume.