Manager - Operations

Operations- manage a team of Team Leaders varied over multiple lines of businesses.
 
Essential Duties and Responsibilities:
◦Manage daily staffing and workflow, and ensure adherence to department quantity and quality standards.
◦Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
◦Meet regularly with individual team members; coach them to meet and exceed their goals.  Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
◦Provide performance analysis to implement action plan strategies to improve overall performance
◦Be a resource for policy, procedure, and human resources questions/issues.
◦Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements.
◦Help shape future of service.
◦Take on projects as necessary
◦Must be flexible
◦Provide performance updates to Directors
◦Monitors relationship with client and actively seeks to add value the relationship
◦Provides recommendations for hiring and firing and conducts performance reviews
◦Develops operating goals and objectives for all departments that support the service center goals and objectives.
◦Monitors service and revenue and makes recommendations for cost effective operations
◦Ensure daily Line adherence goals are met
◦Participate in capacity planning meetings
◦Responsible for motivation of all staff
◦Analysis and reporting
◦Partner closely with clients
◦Will need to adhere and meet SOW requirements
 
 

Foundation Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
·         Multi-tasking skills required to assist the customer and work in the computer systems in a timely and efficient manner
·         Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.
·         Strong understand of SL and staffing management
·         Excellent written and verbal communications skills.
·         Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
·          Able to work constructively under stress and pressure and perform tasks efficiently.
·         Possess strong and analytical PC skills.
·         Ability to adapt to an ever-changing environment
·         Ability to embrace workload flexibility to meet the fluctuating demands of the client
·         Knowledge and understanding of Company Financial reports
·         Knowledge of contract and agreements
·         Knowledge of performance evaluation procedures
·         Knowledge of budgeting cost estimating, and fiscal management principles and procedures.
·         Ability to build cohesive teams
 
Educational/Vocational/Previous Experience Recommendations:
 ·         College degree is a must.
·         Minimum 7-10 years management experience in a contact service environment (Calling and email)

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