AGM Operations - Diversity Hiring

**Job Description:** As an Operations Manager, you will be responsible for the profitability and management of call center operations activities for very large, multiple, and/or complex LOB's/clients/accounts/programs. Your role will involve providing strategic direction and guidance to the managed accounts, acting as the primary interface of clients, and maintaining effective working relationships with them. You will ensure the achievement of KPIs and metrics through proactive management of the operations teams and coordination with various support teams. It will be your responsibility to ensure adherence to all processes and procedures while consistently improving individual/team/program metrics. **Key Responsibilities:** - Ensure profitability of very large or multiple LOB's/Clients/Programs/Accounts by attaining client-specified KPIs and targets - Maintain company-set ratios on staffing for smooth operations - Uphold company policies related to the programs and drive adherence to such policies - Recognize and reward top performance through planning, appraisal, feedback activities, and proper documentation - Coordinate with internal support functions as required - Assume an AGM role in the absence of a Director of Operations with full P&L responsibility for all managed and supported LOB's/clients/programs - Provide strategic direction and guidance for growth, process improvements, efficiencies, profitability, and new business opportunities - Maintain effective working relations with external clients, serving as the primary interface and translating client requirements into action plans - Establish open communication on performance and anticipate client needs proactively - Participate in the budgeting process and manage costs efficiently within budgeted guidelines - Monitor expenses incurred and maintain high morale and productivity within the team - Provide direction, mentoring, coaching, and counseling to direct reports and the team as necessary **Qualifications Required:** - Proven experience in call center operations management - Strong understanding of KPIs, metrics, and profitability measures - Excellent communication and relationship management skills with clients and internal teams - Ability to provide strategic direction and guidance for operational improvements and growth - Budgeting and cost management expertise - Leadership qualities to inspire and motivate team members towards company goals (Note: No additional details of the company are provided in the job description),