Manager - Operations

firstsourc•Remo, VA

4d•Remote

About The Position

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Requirements

Minimum 3 years of experience in a management role in a call center environment.
BA/BS or equivalent.
Multi-tasking skills required to assist the customer and work in the computer systems in a timely and efficient manner
Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.
Strong understand of SL and staffing management
Excellent written and verbal communications skills.
Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
Able to work constructively under stress and pressure and perform tasks efficiently.
Possess strong and analytical PC skills.
Ability to adapt to an ever-changing environment
Ability to embrace workload flexibility to meet the fluctuating demands of the client
Knowledge and understanding of Company Financial reports
Knowledge of contract and agreements
Knowledge of performance evaluation procedures
Knowledge of budgeting cost estimating, and fiscal management principles and procedures.
Ability to build cohesive teams

Nice To Haves

Medical Insurance call center experience is a plus
Master’s degree preferred
Must be flexible

Responsibilities

Manage daily staffing and workflow and ensure adherence to department quantity and quality standards.
Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
Meet regularly with individual team members; coach them to meet and exceed their goals. Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
Provide performance analysis to implement action plan strategies to improve overall performance
Be a resource for policy, procedure, and human resources questions/issues.
Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements.
Help shape future of service.
Take on projects as necessary
Provide performance updates to Directors
Monitors relationship with client and actively seeks to add value the relationship
Provides recommendations for hiring and firing and conducts performance reviews
Develops operating goals and objectives for all departments that support the service center goals and objectives.
Monitors service and revenue and makes recommendations for cost effective operations of Customer Service
Ensure daily Line adherence goals are met
Participate in capacity planning meetings
Responsible for motivation of all staff
Analysis and reporting
Partner closely with clients
Will need to adhere and meet SOW requirements