Operations Manager

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.)

• 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

• 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 to ensure consistent administration of company policies and standards; 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

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

• 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

• Handle a team of team leaders

Candidate Profile

• Minimum of 1 year of experience in an Operations Manager role.

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• Candidates currently in a Deputy Operations Manager role who have successfully completed or are working toward Operations Manager Aspire accreditation are encouraged to apply.

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• Proven sales experience within a Business Process Outsourcing (BPO) environment.

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• Previous call center experience is preferred.

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• Demonstrated ability to coach, mentor, and develop team members, creating action plans that drive performance and deliver constructive feedback.

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• Strong analytical skills with the ability to evaluate and improve work processes, identify opportunities for efficiency, and implement effective solutions.

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• Ability to perform effectively under pressure, manage multiple priorities, and deliver results while maintaining a high level of professionalism.

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• Excellent written and verbal communication skills, with the ability to present information clearly and effectively to both internal and external stakeholders.

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• Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.

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• Proven leadership skills with experience motivating, coaching, and providing direction to high-performing teams.

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• Flexible and adaptable, with a willingness to work varying schedules to meet business requirements.

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Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.