Operation Manager Call Center

- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Handle a team of team leaders
- 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
- Create and maximize relationships with client partners
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
- 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
- Attend business reviews with the client
- 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
- 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
- Conduct regular one- on- ones with direct reports to review individual performance, the performance of their team and offer on- going developmental coaching

- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Demonstrated ability to organize and prioritize projects in a fast- paced and deadline- oriented business environment
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Associate&039;s Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
- Work well under pressure and follow through on items to completion while maintaining professional demeanor
- Call center experience preferred
- Willingness to work a flexible schedule
* 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

Cập nhật gần nhất lúc: 2023-12-06 00:20:34