Operations Manager

Job Title

Operations Manager I

Overview

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions – Training, HR, Quality, WFM, TA and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client

Candidate Profile – Qualifications

• 1–2 years of experience as an Operations Manager or in a similar leadership role
• Call center or contact center experience strongly preferred
• Proven people management, stakeholder management, and performance management skills
• Demonstrated ability to coach, mentor, and develop teams, including creating action plans that maximize performance
• Strong analytical and problem-solving abilities with experience improving work processes and establishing clear goals
• Ability to work under pressure, manage multiple priorities, and follow through on commitments while maintaining professionalism
• Excellent verbal and written communication skills; capable of effectively presenting information to both internal and external stakeholders
• Strong organizational and prioritization abilities in a fast-paced, deadline-driven environment
• Willingness to work a flexible schedule as needed

Location

GBR Farnborough – Summit ONE, Summit Avenue

EEO Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.