Operations Manager - Diversity

Its fun to work in a company where people truly BELIEVE in what they are doing!

Were committed to bringing passion and customer focus to the business.

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.

Essential Duties & Responsibilities :

• 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 leader

• 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, translate these goals into actionable items from Group/Shift Managers down to the 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)

Qualifications-

• Candidate should have 10+ years of revevant experience into BPO
• Candidate should have 3+ years of experience into a managerial role
• Strong coaching skills
• Strong peoples skills
• Strong leadership background

If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!