Operations Manager (Onsite)

About the role

The Operations Manager is responsible for coaching and supervising a group of Team Leaders and/or Operations Managers. This position is responsible for building and maintaining Client relationships, meeting service level agreements and achieving financial expectations.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Managing and reviewing operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with Client partners
• Providing leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Creating a positive work environment through employee engagement; resolving employee relation issues in a professional and timely manner
• Participating in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, Talent Acquisition - and partnering to define action plans that resolve issues and drive continuous improvement
• Implementing best practices and over-delivering for Clients, driving consistent performance, evaluating staffing needs, with input from BD and Client and adjusting to meet changing requirements
• Attending regular and ad hoc business reviews with the Client

Requirements

• 18 Years of age or older with a completed High School Diploma or GED
• Demonstrated progressive leadership experience in Contact Centers
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Qualifications

• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience)
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule