IT Operations Manager (India)

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace!

***THIS POSITION IS ONSITE & IN CENTER DAILY.***

IT OPERATIONS MANAGER

The primary role of an IT Operations Manager is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients' request, and finding solutions for pain points that Compass has the expertise in.

Responsibilities:

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts.
• Ensure your account(s) are meeting client KPIs and service level expectations that are in our control
• Ability to identify process gaps & streamline/optimize operations as part of continuous improvement
• Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.
• Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands
• Be the main point of contact for all client escalations
• Adhere to an internal reporting cadence to help oversee the performance of your team and client
• Promote growth of skills and performance improvement through mentorship of Team Leads and IT Support Associates
• Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)
• Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job
• Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.
• Manage P&L to maximize margin and grow the account
• When necessary, create, maintain and manage schedules, and approve timesheets and time off requests
• When applicable, onboard new clients through coordination with sales, recruiting, and operations
• Other duties as assigned by the VP of Client Operations

Qualifications, Requirements and Characteristics:

• Minimum Associates Degree in a business or related field. Bachelor's degree preferred.
• Minimum 5-10 years of experience managing or supervising IT/technical support representatives in a call center operations environment
• Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference
• Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews.
• Ability to be a balanced advocate for your team, the client, and Compass
• Excellent written and verbal communication skills and a professional demeanor
• Experience managing a remote workforce

Availability:

• Full Time 40 hours per week
• Open availability to include weekdays, weekends, nights, and holidays
• Willing to report onsite daily.