Operations Manager

Position: Operations Manager

Are you a skilled manager ready to lead and orchestrate a team towards peak performance? If you possess strategic thinking and a track record of operational finesse, we invite you to take the spotlight as our Operations Manager. Join us and be the visionary conductor of success!

Role and Responsibilities:

Strategic Leadership: Direct and oversee operational activities within the designated area, contributing to the site's overall strategic direction.

Performance Mastery: Lead a team of 4-8 Team Leaders, guiding them to exceed business objectives. Achieve and maintain contracted service levels, quality standards, productivity goals, and customer satisfaction benchmarks.

Financial Stewardship: Ensure consistent achievement of financial and operational Key Performance Indicators (KPIs) across the site, optimizing resource allocation and budget adherence.

Continuous Improvement: Analyze reports and data, devising actionable plans to drive continuous enhancement of processes and outcomes.

Scheduling Symphony: Manage appointments and staffing levels based on forecasted demand, ensuring seamless operations.

Team Empowerment: Foster a culture of open communication and transparent collaboration, conducting team meetings to ensure cohesive functioning.

Client Liaison: Participate in client meetings, conference calls, and maintain strong client relationships at an operational level.

Talent Development: Lead recruitment, interviews, training, and ongoing skill advancement for direct and indirect reports, nurturing a high-performing team.

Qualifications:

Educational Foundation: Bachelor's degree or equivalent work experience, showcasing your commitment to continuous learning.

Management Mastery: Demonstrated 3+ years of management experience, highlighting your adeptness at handling client relations.

Customer-Centric Background: 5+ years of experience in call centers or similar technical support environments, indicating your understanding of customer service dynamics.

Technical Proficiency: Solid knowledge of technical support for information systems products and services.

Metrics Maestro: Proficiency in understanding and working with KPIs, translating them into impactful actions.

Time Management: Flexibility to work varied shifts as required for overseeing overall performance.

Leadership Luminary: Exceptional leadership, communication, and motivational skills to inspire your team.

Deadline Dynamo: Proven ability to set, meet, and exceed expectations within defined timelines.

Team Player: Strong team orientation and the ability to collaborate effectively across functions.