The Role
The Operations Manager oversees business operations to ensure client satisfaction, drives employee engagement, monitors KPIs, and enhances leadership skills through training and meetings.
Summary Generated by Built In
Purpose:
The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company’s mission, vision, and core values. The Operations Manager reports to the Director of Operations.
Core Tasks:
The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company’s mission, vision, and core values. The Operations Manager reports to the Director of Operations.
Core Tasks:
- Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations.
- Conduct ClearSource leadership training for new leaders and regularly review this model with all leaders under management.
- Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff.
- Update the People Analyzer for direct reports weekly.
- Conduct a weekly team meeting with direct report leaders to:
- Review production results.
- Perform root cause analysis and resolution of issues.
- Identify opportunities to recognize good performance.
- Conduct a weekly one-on-one meeting with each direct report
- Review and discuss the progress of their team (People Analyzer).
- Ensure alignment of mutual expectations.
- Assess and improve job satisfaction
- Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills, including their adherence to the standard practice for coaching sessions
- Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews.
- Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified.
- Establish and measure expectations of Support Depts:
- Assess the efficacy of technology, tools, and systems, communicating any opportunities to the IT department or client, as needed.
- Monitor onboarding and offboarding practices to ensure support departments follow the company’s standard processes for such activities.
- Assess the efficacy of training efforts and provide feedback to the Learning and Development department to close gaps in knowledge and skill.
- Assess the efficacy of recruiting efforts and provide feedback to the Recruiting department regarding candidate criteria and selection.
- Review all disciplinary actions to ensure alignment with principles taught in the company’s leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct.
- Handle the resolution of client requests and escalations in a timely manner.
- Escalate with urgency any disruptions to business, issues negatively affecting employee welfare, or situations that might lead to client distrust.
- Align employees around our mission through education and initiatives.
- Non-negotiables:
- Egregious behavior (hanging up on a customer, swearing, rudeness, etc.)
- Not immediately getting a supervisor on the line when one is requested.
- Promising a callback and not doing it.
- Not creating a case.
- Not troubleshooting.
- Not contacting the dealer to ask for their authorization to create a service dealer work order.
- Perform other duties and responsibilities that may be assigned from time to time.
- Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy and Healthy).
Key Performance Indicators:
- (1) Weekly 1:1 per direct report.
- (1) Weekly coaching session per direct report.
- Quarterly Employee NPS > 90%.
- Quarterly Client NPS >90%.
- 100% Monthly Max Billable.
- >94% Agent Satisfaction.
- >88% Ease.
- >70% FCR
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The Company
What We Do
ClearSource at its core is a customer experience company. We help our partners optimize the customer journey from initial acquisition to throughout the lifecycle of each customer. Our mission is to drive customer loyalty and engagement by creating an exceptional experience at every touchpoint. Our services include outsourced customer care, technology including artificial intelligence/machine learning, and consulting services.
