Operations Manager - Full-time / Part-time

Expert Global Solutions (EGS) is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, EGS offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment. 

Summary

Essential Duties & Responsibilities

• Manage Team Leaders/Supervisors to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
• Communicate client and company goals and metrics with team members to deliver high level of customer service. 
• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.  Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.
• Review operational reports on regular basis and develop and implement action plans to address deficiencies.
• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.
• Provide regular feedback to Site Director and other members of the management team regarding current operational performance.  Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues.
• Partner with the site leaders and human resources to execute strategic recruiting and employee engagement programs to attract and retain top performers. 
• Ensure all positions are staffed appropriately to meet client requirements.
• Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost effective manner.
• Communicate client and company goals and metrics with team members to deliver high level of customer service.
• Execute short and long term performance goals developed by Senior Management Team
• Collaborate with respective Operational Support Teams to train employees to meet Client demands
• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

• Bachelor’s Degree in Business or other related major or equivalent relevant work experience required.

• 3 years related operations experience required, inclusive of at least 2 years supervision experience. 4 years related operations experience preferred.
• Prior management experience in a call center environment within the Business Process Outsourcing industry is desired.

• Strong knowledge of call center operations.
• Basic understanding of financial reports and forecasting.
• Ability to motivate and inspire a group of employees to achieve performance goals
• Ability to analyze processes and develop valid solutions to resolve issues at hand.
• Ability to address all concerns in a consistent and fair manner
• Ability to interact with all levels of management and non-management personnel
• Ability to prioritize and organize work in a multitasked environment.
• Ability to maintain the highest level of confidentiality.
• Proficient personal computer skills including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills
• Excellent judgment, reasoning, and problem solving skills. 

• Office/Call Center Environment.
• Ability to lift and/or move 20 pounds with or without accommodation.