Manager, Operations

As an Operations Manager at ResultsCX, your primary responsibility will be to develop and maintain relationships as the single point of contact for internal and external information regarding specific client programs. You will manage Customer Service teams, monitor and track deliverables to ensure quality service delivery to clients. In this role, you will: - Review and analyze program performance to determine program needs - Approve personnel activities related to hiring, training, development, and performance management - Provide written performance appraisals - Act as a problem-solving escalation point for Supervisors and front-line RAs when necessary - Identify and oversee program/problem resolution - Maximize the potential of subordinates through coaching, development, and effective performance management methods - Track client issues and maintain client correspondence and issue resolution - Support Results goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses - Review workflow to ensure improvement We are looking for someone who can: - Provide superior customer service to both internal and external clients - Work effectively with people and possess exceptional, professional communication skills both written and verbal - Create and effectively present information and processes to internal and external teams - Develop and maintain key professional customer relationships - Define, collect data, establish facts, and solve problems Joining the ResultsCX team offers: - Employee Performance Incentives and Prizes - Frequent Employee events, games, parties, and a fun workplace environment - Healthcare Benefits - Opportunity to grow with ResultsCX if that aligns with Your Greater About ResultsCX: ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. They design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty brands need to thrive and grow while improving efficiency and reducing costs. With a 30+-year track record, ResultsCX has grown to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Their core expertise extends to actionable analytics, contact center as a service (CCaaS), and their SupportPredict AI-powered digital experience platform. ResultsCX's strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of clients.,