Sr Operations Manager

The role is to contribute to the overall program performance, client satisfaction, employee retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.Sr Operations Manager

Education:
College degree preference in Management, Economics, Accounting, Marketing, Psychology or Life Science. Healthcare program background is highly preferred.
Experience:
6+ years customer service experience, 3-year managerial experience.
Mandatory Skills:
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Ability to drive individual, teams and department efficiency and productivity through effective and efficient metric management.
• Strong coaching and leadership skills, ability to develop and motivate employees towards improved performance.
• Ability to delegate and manage work loads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
• Capacity to operate in a complex, global environment with ease and fluidity, while driving and influencing results.
• Strong operational and financial acumen, executive presence, and the ability to lead multiple sites.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
• Advanced customer focus and customer service skills.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Ability to handle reporting, financial analysis (cost-effectiveness, cost-benefit etc.) & budgeting.
• With competency in Performance, Discipline and Conflict Management
Roles & responsibilities:
• Monitor daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports.
• Work with Operations Manager to administer program and implement both client and in-house policy.
• Ensure that operations are being managed accordingly on a day-to-day basis.
• Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.
• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.
• Monitor daily all areas of performance metrics to assure that standards are met across the board.
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Operations Manager - as needed.
• Escalate operational issues beyond level of authority to the Senior Operations Manager - as needed.
• Inform Account Manager, Director, and Senior Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively - as needed.
• Submit weekly and monthly ops review report to the Senior Vice-President of Operations and Clients.
• Minimize or manage at acceptable level the customers' complaints.
• Work with Account Manager, Operations Director, and Senior Vice President for Operations to further develop program and implement policy - as needed.
• Work with the Operations Manager and Training and Quality Manager, and Process Improvement Manager in coordination with other groups in coming up with programs that will help further develop the associates.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluate management and contact center practces for possible modifications that will result in increased employee efficiency and satisfaction.
• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is following Privacy Rules Standard.
• Work with Process Improvement Manager to implement initiatives that will drive performance.
• Work with Quality Manager to ensure monitoring coverage as stipulate in the SOW.
• Work with the Training Manager to plot sustainable Training Calendar and activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations.
• Ensure that the Contact Center meets productivity standards - daily
• Provide daily leadership and motivation to the team (Operations Manager, Training Manager, Quality Manager and Process Improvement Manager).
• Conduct monthly one-on-one coaching to Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately.
• Create incentives for all staff in conjuction with meeting performance measurements.
• Conduct weekyl meeting with the Managers and discuss team and program performance, issues and share best practices.
• Design development plans for the Managers. Prepare for succession plan if in case the position got vacated in the future.
• Initiate and support all employee satisfaction and workplace programs.
• Consult personnel / program issues to Operations Director or VP for Operations in terms of further decision-making.
• Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition.
• Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement.
• Interfaces with Vendor Managers on a daily basis to address operational concerns, issues and metrics.
• Interfaces with Transition Program Manager from time to time to give updates on the deliverables during the transition and implementation phase.
• Interfaces with Training Manager for all Training related issues and concerns. Facilitate and update smooth roll out of the Trianing Calendar and Ad Hoc Trainings.
• Interfaces with Quality Supervisor for all quality related issues and concerns.
• Interfaces with Reporting and Special Projects Group for other operational requirements and process improvement initiatives.
• Ensures daily, weekly, and monthly reports are submitted to the client on time.
• Submits every first week of the month to the Vendor Managers, the previous month's invoice and supporting details.
• Perform tasks assigned by the Senior Vice President for Operations from time to time.
• Prepare composite reports from the individual reports of the subordinates.
• Communicate as needed with other departments within the Contact Center about operational and personnel issues.
• Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for client relations, profitability of the project, planning and process improvements.
• Communicate and Coordinate with the other departments and clients during the transition phase for smooth implementation of the program.
• Responsible in hiring and recruiting key personnel of the program from both internal and external sources.
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Iloilo, Ayala Technohub BuildingPhilippines