[Hiring] Operations Manager @Foundever®

Role Description

Manage first-line supervisors responsible for managing the daily operations of a team of representatives handling customer inquiries and issues.

• Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
• Provide leadership and management to associates; provide training and development of supervisory team.
• Coach and mentor team supervisors.
• Regularly conduct supervisory team meetings.
• Supervise multiple teams for one or more clients.

Qualifications

• Minimum – 2+ years of directly related experience, preferably in a customer support environment.
• Minimum of two years supervisory experience desired.
• Stable background as product specialist, technical support agent or customer service advisor.

Requirements

• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals).
• Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports.
• Line management responsibility for Coaches/Team Managers who manage the daily operations of a team of Agents/Advisors.
• Supervisory responsibility for multiple teams with more than one client.
• Conduct meetings with Coaches/Team Managers as needed.
• Ensure PEAKOS metrics are consistently achieved.
• Undertake formal quarterly performance reviews and one-one-one meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams.
• Management of any campaign migration or new business implementation.
• Ensure actions from the Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training, development and mentoring of direct reports.
• Facilitate a culture of open and honest two-way communication.
• Manage client relationship at an operational level.
• Coordination of responses to any client change control requests.
• Ensure call monitoring is undertaken in line with PEAKOS.
• Ensure client satisfaction surveys are undertaken and action plans implemented.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking client satisfaction and complaints.
• Ensure process audits are completed quarterly for each customer related transaction.
• Prepare, analyze and present data to the client as part of monthly performance reviews.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed.
• Ensure integrity and accuracy of financial reporting and analysis.
• Ensure budgeted revenue and EBITDA is achieved.
• Perform other duties as assigned.

Benefits

• The base pay range for this position is up to $65,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements

• Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.