The Sr. Operations Manager is responsible for managing performance of team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.

• Manage, lead and inspire the team to ensure everyone regularly meet/exceed targets

• Develop all Operations Managers to ensure top performance

• Monitor all staff to assess developmental needs to improve performance

• Day to day management of account and related issues

• Monitor, measure, report & analyze data to improve the program’s performance

• Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques

• Responsible for staffing and hiring

• Provide Subject Matter Expertise

• Ensure training needs of subordinates are met

• Successfully complete all client related training

• Hold team meetings on a regular basis with direct reports

• Communicate all process and client changes to direct reports within specific timeliness

• Promote the use of all center communication tools

Requirements:

• Bachelor’s Degree (any field) or equivalent work experience
• At least 4 years experience in the related field
• At least 2 years experience as an Operations Manager for an inbound sales/CSAT driven Telco account

Knowledge

• Up to date management skills and understanding of employee motivation
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

• Excellent communication skills
• Good leadership and interpersonal skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
• Ability to problem solve independently and make fast but high quality decisions
• Ability to create, interpret and analyze reports
• Ability to exhibit professionalism
• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
• Ability to work a flexible schedule (graveyard/shifting schedule)