Operations Manager

Reporting to:  Sr. Operations Director 

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As a Customer Service Team Lead, your role is vital in keeping our customers happy and contributing to our organization’s growth and success. 

A SNAPSHOT OF YOUR ROLE 

• Ensure profitability of the program/s by driving the attainment of Client specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitor sales metrics through proper coaching, consequence management, etc.  

• Upholds company policies as it relates to the program/s and drives for adherence to such policies. 

• Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standard in professionalism.  

• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.  

• Dutifully conducts performance planning/appraisals/ feedback meetings and accomplishes the necessary performance appraisal forms to assess high potential team members.  

• Ensures that proper action is taken for non-performing supervisors as well as those with documented infractions against company policies. Provides coaching and mentoring to those who do not meet their metrics.  

• Spearheads the design and implementation of daily/ weekly/monthly incentive schemes to drive positive performance.  

• Ensures the objective stack ranking of team members in terms of metrics and /performance to provide solid basis for performance assessment.  

• Provides opportunities for immediate coaching for associates and team leaders for improved performance.  

• Liaisons with Top Management and the Client regarding the program's performance.  

• Analyzes the necessary information (Eg. Top and bottom performing agents) and translates this to tangible and relevant data on program performance.  

A BIT ABOUT YOU 

• A hands-on leader who demonstrate a desire to help by building effective working relationships, drive individual responsibility, accountability, and contribution to program’s successful performance. 

• Superb client relational, leadership, and people-management skills. • Adaptive to changing work schedules and environment.  

• Operates with very minimal direction and supervision. • Proven time management and multi-tasking skills.  

• Detail oriented, analytical, problem-solver, and sound decision maker. • Project management and presentation skills. • Professional communication skills both verbal and written.  

• Ability to plan, organize, and coordinate initiatives  

WHAT SUCCESS LOOKS LIKE 

• High Team Morale 

• Achieving and exceeding client Expectations 

• High customer satisfaction. 

• Perfect Attendance 

WHAT WE VALUE 

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: 

• Ambition: Voice and measure your goals. 

• Collaboration: Brilliant jerks can be brilliant elsewhere. 

• Impact: Do, get it done, create impact. 

• Judgement: Make wise judgement calls, putting the team and business at heart. 

• Leadership: Continuous improvement starts with independent action. 

• Leverage: Do more with less, master the art of leverage. 

• Passion: Be positive, bring passion and energy. 

• Transparency: A transparent team can help each with other.