The Operations Manager is responsible for supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
- Essential Functions/Core 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.).
- Plan and assign work for staff in accordance with the organization’s policies and applicable legal requirements.
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
- Create and maximize relationships with client partners.
- Provide leadership and guidance to direct reports; define and implement any corrective actions needed to meet operational performance.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.
- Attend business reviews with the client.
Candidate Profile:
- 1-2 years of strong experience in Operations Management in a BPO/Contact Center environment.
- Excellent communication skills, both written and verbal (English B2). Ability to effectively present information to internal and external stakeholders.
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
- Proven experience analyzing and improving work processes; establishing a course of action for self and others to accomplish a specific goal.
- Excellent ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Strong experience mentoring, coaching, and providing direction to a team of employees.
- Ability to work well under pressure and follow through on items to completion while maintaining a professional demeanor.
- Associate's or Bachelor's Degree in a related field.