United States

Operations Manager

Job Overview

The Operations Manager oversees the day-to-day operation of an assigned program(s), and is a source of support for accountability to the client. The Operations Manager assists in decision making, resolutions, and maintenance of program operation, and manages a team of Associate Managers, Supervisors, Team Leads, and Logistic Service Representatives. He/She/They will interact with clients and internal groups to create to refine goals objectives, expectations, and procedures, as needed. Additionally, the Operations Manager will support quality assurance efforts, and monitors daily call center metrics.

Responsibilities & Duties

  • Account/Program management
  • Manage day-to-day program(s) operation
  • Maintain adherence to account KPI’s and metrics
  • Identify and escalate data or program issues as appropriate
  • Partner with stakeholders to implement and facilitate process improvement
  • Host team meetings and engage in 1:1’s with employees for coaching moments
  • Forecast work distribution and staffing for designated program(s)
  • Measure results and provide feedback through annual performance reviews, coaching opportunities
  • Support Supervisors, Team Leads, and Logistics Service Representatives in adherence to leveraging OnProcess tools maximize daily production goals
  • Mentor and coach staff to meet and/or exceed key performance standards according to program
  • Conduct interviews and assist in hiring and coordination of new hire program training
  • Partner with Human Resource to administer performance management
  • Perform and manage database and application maintenance
  • Generate and analyze internal reporting (e.g. productivity, staffing, trending analysis and charting)           
  • Must be willing to travel <5%

Qualifications

  • Bachelor’s Degree or 3+ years demonstrated contact center management experience
  • 2+ years in a supervisory role within a contact center
  • Demonstrated analytical problem solving and multi-tasking abilities management
  • Focus on coaching, mentoring, and team building skills
  • Proven project management skills
  • Excellent written, verbal, and interpersonal communication skills

Physical Requirements

  • Must be able to move intermittently throughout the work day. 
  • Must be able to lift, bend, etc. 
  • Must possess sight/hearing/speech senses, or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.

OnProcess Technology is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.

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