Operations Manager

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.

• 2 years’ leadership experience in a call center environment is required.
• Supervising teams of 15+ FTE’s is required; supervising teams of 50+ FTE’s and directly managing supervisory or professional level staff in a call center environment is strongly preferred.
• Prior management experience in a BPO call center environment is preferred.

• Strong knowledge of contact 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

Position Scope

• Manages front-line supervisors responsible for leading teams of personnel in a contact center environment.
• Relationships:
• Internal – Sr. Management, Middle Management, and non-management.
• External – Customers, Auditors, Visitors, Government/Regulatory.

Work Environment

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

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties. 

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.

• 2 years’ leadership experience in a call center environment is required.
• Supervising teams of 15+ FTE’s is required; supervising teams of 50+ FTE’s and directly managing supervisory or professional level staff in a call center environment is strongly preferred.
• Prior management experience in a BPO call center environment is preferred.

• Strong knowledge of contact 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

Position Scope

• Manages front-line supervisors responsible for leading teams of personnel in a contact center environment.
• Relationships:
• Internal – Sr. Management, Middle Management, and non-management.
• External – Customers, Auditors, Visitors, Government/Regulatory.

Work Environment

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

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.