Operation Manager

Confidencial

Lugar de Trabajo:

Publicado:

Publicado hace 12 días

Salario

No especificado

Tipo de puesto:

 

RESPONSIBILITIES:

 

  • Lead a team of supervisor / agents for 1 of our program.

  • Understanding the specific goals of the program in the areas of performance, productivity, quality and cost.

  • Monitor, coach and develop supervisors to attain program goals

  • Work within a team including the other operations manager, other supervisors, analysts, trainers and QA personnel to achieve the following:

 

  • Identify gaps in performance, productivity, quality and cost at the agent and team level. Bridge the gaps in performance, productivity and customer satisfaction at the any level

  • Identify work/project opportunities and implement innovation approaches, which maximize efficiency to maintain high morale.

  • Provide coaching and development on a daily basis.

  • Foster an Environment Reflective of Client’s expectations.

  • Identify and resolve operational, performance and training issues or concerns.

  • Maintain positive, consistent and effective communications.

  • Develop and deploy motivational incentives and programs.

  • Perform employee evaluations.

  • Resolve escalated customer calls.

 

  • Provide daily feedback regarding team performance. 

  • Track attendance and payroll exceptions.

  • Comply and reinforce company policies and procedures.

  • Understand and implement Company Policies and Procedures such as Attendance, Dress Code and Sexual Harassment.

  • Other duties as assigned.

 

MINIMUM QUALIFICATIONS:

 

 

 

  • Bilingual (English/Spanish) required.

  • Must have completed maintained an excellent employment record for the past 6 months (attendance, performance and overall behavior).

  • Proven leadership skills, experience providing coaching and feedback is a plus.

  • Strong customer service skills.

  • Excellent communication skills (written and verbal).

  • Excellent interpersonal skills.

  • Ability to provide feedback, coach and train in a positive manner.

  • Excellent computer skills (MS Office including Word, Excel, Outlook, etc)

  • Available for flexible shift

 

 

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