Operations Manager (Diversity Hiring)

Responsibilities:

The position is responsible for managing day to day operations and execution of programs. Supervises multiple Sr. / Team Leads (4 8 direct reports). Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs.

• Analysis - Manages call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the metrics may change as per client directives and are available on Operations Performance Expectations.

• Reporting - Analysis of reports rooting from several sources (whether client-based or internally generated reports) is essential in the day-to-day functions of a CRM. A CRM is expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement. A CRM is expected to deliver such reports to external clients and/or internal business leaders.

• Goal-Setting - Sets operational goals and business objectives. When needed, translates these goals into actionable items from Group/Shift Managers down to Team Manager (line supervisor) level. This includes setting or recommending topics for pre- and/or post-shift meetings / huddles with respective groups discussing goals, trends, action plans, among other announcements; including checks & balances (i.e. check for understanding).

• Strategies Assists the Operations Director in developing long term sales and quality strategies including ongoing needs, assessment, and feedback from Operations and Quality Monitoring processes.

• Processes - Monitors calls and provides feedback to Operations Manager/Director; Group Managers and Team Managers using programs approved processes (i.e. Tri-Level Coaching process, etc.) and forms (i.e. Call Observation / Looping Form)

• Discipline Maintains a strict form of discipline at all times, in terms of processes and policies. At times, may implement corrective actions to address performance gaps and analyze trend data to coach group Managers and Team Managers to attain goals and objectives, through the Operations Manager. Specific follow-through activities are also required. This includes A-Bay Programs, Performance Improvement Plans, etc.

• Communication - Communicate program activities and plans to the Operations Manager and/or the entire operations team. Plans include: Leadership Specific Changes (i.e. partner changes, Sales Briefs or Leadership News Briefs, etc..); Business Strategy Changes (i.e. Closing Tactics, Gift Cards provided to customers, etc.); Internal-VXI Development (i.e. HR Policies / Memos), etc. The CRM must also have a clear understanding of the business as well and the events related to the company.

• Client-Dealing - Conducts interactions and regular communication with the client; in partnership with the Client Services and Operations Director. Interactions include (not limited to): client call calibration, performance rankings and reviews, daily summaries, among others. Meeting deadlines for client requirements is a must.

• Performance Management Helps the Operations Director/Manager in conducting performance reviews as well, finds root cause and recommends action plans to solve performance gaps at any level. Performance Items include key metrics: Close Rate, Advance Product Take Rate, Package Penetration, AHT, Quality, among others. Performance reviews can take place in the form of formal scorecard reviews or one-on-one sessions, as needed.

Qualifications:

• Must have completed 7 Habits and Rising Star workshops

• Must submit resume and Internal Application Form with the program leaders approval

• Bachelors degree from a college or university; or one to two years related experience and/or training; or equivalent combination of education and experience is a plus; Administrative experience and budgeting

• Strong coaching skills

• Strong peoples skills