AGM Operations

Role Overview: 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 main focus will be on acquiring, satisfying, and retaining client contracts/agreements. You will provide strategic direction and guidance to the managed accounts, acting as the primary interface with clients and maintaining effective working relationships. Your proactive management of operations teams and coordination with support teams will ensure the achievement of KPIs and metrics while consistently improving individual/team/program performance. Key Responsibilities: - Ensure profitability of very large or multiple LOB's/Clients/Programs/Accounts by achieving client-specified KPIs and targets - Maintain company-set staffing ratios for smooth program operations and ensure adherence to company policies - Recognize and reward top performance through planning, appraisal, feedback activities, and proper documentation - Coordinate with internal support functions as necessary - Assume an AGM role in the absence of a Director of Operations, with full P&L responsibility for all managed LOB's/clients/programs - Provide strategic direction and guidance for growth, process improvements, efficiencies, profitability, and new business opportunities - Maintain positive working relationships with external clients and serve as the primary client interface - Translate client requirements into action plans, anticipate client needs, and communicate openly about performance - Participate in budgeting processes and manage costs efficiently within budgeted guidelines - Monitor expenses and maintain high morale and productivity within the teams - Lead by example in alignment with the company's vision, mission, values, and competencies - Provide direction, mentoring, coaching, and counseling to direct reports and the team as needed Qualifications Required: - Proven experience in managing call center operations, preferably with very large or complex LOB's/clients/programs - Strong understanding of KPIs, metrics, and client contract management - Excellent communication and relationship management skills with clients and internal teams - Ability to provide strategic direction, drive process improvements, and identify growth opportunities - Proficiency in budgeting, cost management, and expense monitoring - Leadership skills to maintain high morale, productivity, and team performance - Commitment to upholding company policies and values while achieving business objectives and client satisfaction,