Operations Manager- Maps

Role & responsibilities

Management of daily activities of a team size of 200+ analysts
• Engages in Customer Escalations • Ensures achievement of all system, team and individual Customer Service goals and standards • Manages Key performance indicators • Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities • Responsible for administrative aspects including reporting - Superior communication (oral, written), presentation, and interpersonal skills • Demonstrated ability to develop and implement process enhancements including technology and performance • Ability to plan, prioritize, organize and communicate/sell effectively • Proficiency in Work-force management applications, Quality tools and technologies • Experienced in goal setting (defining and prioritizing specific, driving objectives) •Responsible for Process level compliance on various standards. •Backup for the SDL in absence