Operation Manager

Manage and Lead:

• Lead a team of Eazy DMS Support Specialists Team leaders and Mangers (160 FTEs), providing coaching, mentoring, and performance feedback aligned with individual development plans.
• Foster a collaborative and results-oriented team environment that prioritizes client satisfaction and service excellence.

Performance and Efficiency:

• Develop and implement strategies to improve team efficiency, productivity, and quality of service, exceeding established Service Level Agreements (SLAs) for call handling, ticket resolution, and email response times.
• Monitor key performance indicators (KPIs) such as call/ticket volume, first call resolution rates, average handling time, customer satisfaction scores, and revenue generated through support services.
• Analyze data and identify trends to optimize staffing levels, routing strategies, and resource allocation.
• Implement continuous improvement initiatives and refine Standard Operating Procedures (SOPs) to ensure consistent and efficient service delivery.

Client Satisfaction:

• Regularly track and analyze client satisfaction metrics, proactively identifying and addressing areas for improvement.
• Implement client feedback mechanisms and actively solicit feedback to understand client needs and expectations.
• Develop and implement client satisfaction initiatives, exceeding client expectations and fostering long-term client relationships.

Operational Excellence:

• Streamline support processes to increase first-call resolution rates and reduce ticket resolution times.
• Develop and maintain comprehensive knowledge base articles, FAQs, and training materials for support specialists.
• Partner with product development teams to ensure product features and documentation meet client needs.
• Identify and implement opportunities to automate routine tasks and leverage technology to enhance support efficiency.

Additional Responsibilities:

• Stay up-to-date on the latest Eazy DMS features and updates to provide accurate and effective support.
• Work closely with other departments such as Sales, Marketing, and Product Development to ensure a seamless client experience.
• Contribute to the overall growth and success of the Eazy DMS business vertical.
• Knowledge of calling system is mandatory