Operations Manager

Job Description

Job Title: Operations Manager I-2 Job Description . Role and key responsibilities: Analyze and maintain all Client Service Level Agreements, implementing improvement plans as needed. Maximize revenue generation to achieve long- and short-term financial objectives (e.g., data collection for billable/non-billable hours, forecasting, budgeting, etc.). Select, train, develop, and manage the performance of direct reports and their associates, ensuring work is assigned in alignment with organizational policies and applicable legal requirements. Manage and review operational reports, including attendance adherence, PFP, client scorecards, and metrics management reports. Build and strengthen relationships with client partners. Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards, defining and implementing corrective actions as needed to meet operational performance goals. Conduct regular one-on-one meetings with direct reports to review individual and team performance and provide ongoing developmental coaching. Foster a positive work environment through employee engagement, addressing employee relations issues in a professional and timely manner. Participate in cross-functional meetings to review insights from operational support functions Training, HR, Quality, WFM, and TA and collaborate on action plans to drive continuous improvement. Implement best practices to exceed client expectations, ensure consistent performance, evaluate staffing needs (in coordination with BD and Client), and adjust resources to meet changing requirements. Attend business reviews with the client. Manage and oversee a team of team leaders. Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures, and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues, and/or customers. Has accountability for results in terms of costs, strategies, and employees. Key skills and knowledge: Associates degree in a related field, with more than seven years of experience (including at least two years of progressive management experience) preferred. Call Center experience preferred. Proven ability to coach and develop action plans that maximize performance and provide effective feedback. Strong analytical skills with the ability to improve work processes and establish clear courses of action for self and others. Ability to perform well under pressure, follow through on commitments, and maintain professionalism. Excellent communication skills, both written and verbal, with the ability to present information effectively to internal and external stakeholders. Demonstrated ability to organize and prioritize projects in a fast-paced, deadline-driven business environment. Experience in mentoring, coaching, and leading a team of employees. Willingness to work in a flexible schedule.