Manager Operations

Job Overview

The Manager, Delivery Services, oversees the day-to-day operation of an assigned program(s), and acts as the central point of operations accountability, to the client, which includes services to make decisions, resolutions and maintenance of program operations, and management for a team of Associate Managers, Supervisors, Team Leads and Logistic Service Representatives. They will interact with clients and internal groups to create and refine goals objectives, expectations, business reviews, and procedures by supporting quality assurance efforts, and all program specific KPIs by monitoring daily call center metrics (if needed).

 

Responsibilities and Duties

Responsibilities & Duties
• Account/Program management
o Manage day-to-day program(s) operation and adherence to account metrics and key performance standards
o Identify and escalate data or program issues to appropriate level of management
o Work with Business Line VP, Director or Sr. Manager to facilitate process improvement
• Supervisory Responsibilities
o Determine work distribution and staffing for designated program(s) while ensuring adherence to account service levels
o Track and monitor key performance standards including feedback, formally through reviews and informal communications, to Supervisors, Team Leads and LSRs to effectively improve knowledge, skills, attitudes and overall performance
o Track and monitor Supervisors, Team Leads and LSRs adherence to OPT tools in order to maximize daily production goals
o Interview new hires and oversee coordination of new hire account-specific training
o Follow guidelines and protocols when administering discipline and terminating employees
o Recognize high performers and encourage career growth within the organization
• Database management
o Oversee database and application maintenance
o Perform data and application maintenance updates
• Budgetary responsibilities
o Adhere to the parameters set by the budget within the business function
o Determine specific actions to impact program/account’s financial performance (Revenue, GP, LPR, Cost of Sales, etc.)
• KPI Results/Insight
o Generate and analyze internal and/or external reporting (e.g. productivity, staffing, trending analysis, PowerBi and charting)
o Conduct do RCA and SMART action plans (CAP) to change/enhance overall performance
• Communications
o Oversight of program’s operational communications, updates, new processes, results, etc.,
o Prepare and present business reviews to internal and external clients (WBRs, MBRs & QBRs)
o Facilitates team communications (e.g. jump start, team meetings)
o Collaborate with internal groups throughout organization to create goals, expectations and procedures
o Consistently meet or exceed OPT’s performance standards and quality objectives
Qualifications
• 4+ year as supervisor within a contact center
• 3+ years as Operations Management experience is a PLUS
• Must reside in Costa Rica without the requirement of employer sponsorship
• Microsoft Office Suite
• Demonstrated analytical problem solving and multi-tasking abilities management
• Attention to detail, and accuracy
• Proven project management skillset
• Business planning & budgetary skills
• Excellent written, verbal, and interpersonal communication skills
• Advanced fluency in both English and Spanish
• Ability to maintain confidential work environment

Education
• Bachelor’s Degree in appropriate field (or 4+ years demonstrated contact center management experience)

Physical Requirements
• Must be able to move intermittently throughout the workday.
• Must be able to lift, bend, etc.
• Must be able to operate computer equipment, attend meetings, communicate on calls, exchange information, and identify the needs in order to meet the full requirements of this position.

 

Education Requirements

Bachelor’s Degree

 

Experience Requirements

4+ years

  

About OnProcess

OnProcess is on a mission – to transform and drive the world’s circular service supply chains – for brilliant customer experiences, efficiencies at the speed of digital, and more sustainable ‘circular economy’ processes.
At OnProcess, we encourage a collective sense of engagement, affirmation and belonging, where everyone is proud to be a member of our company. As a global business, we recognize our ability to understand, embrace and operate in a multicultural world – both in the marketplace and in the workplace – is critical to our long-term sustainability. That’s why we are committed to a company-wide culture that understands that diversity, equity, and inclusion is essential.