Job Description Summary
The Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one -on -ones with direct reports to review individual performance, the performance of their team and offer on -going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over -deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders
Candidate Profile
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast -paced and deadline -oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule
