Onsite Operations Manager
About The Position
The Operations Manager will play a critical role in ensuring that our customer center remains customer centric. He/she will be responsible for managing operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as: Scorecard (Client) Quality Adherence Turn Times Throughput Analyzing statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements Conducting Focus Group Discussions (FGD) to identify and address concerns raised by employees at all levels The Operations Manager will also manage accounts at the operational level, ensuring the production, cost, and financial results align with internal metrics, including: Manpower Utilization (Internal Productivity) Attrition Production (hours) Forecasting account revenue and spending to align with revenue and EBIT goals Maximizing the impact on financial performance by managing productivity metrics such as hours produced vs. paid hours, production statistics, and operating costs Monitoring and analyzing internal metrics related to productivity, direct and indirect costs, and other financial aspects.
Requirements
- Minimum 5 years of experience in Back Office Operations and Production
- At least 2 to 4 years in a managerial capacity
- Advanced Microsoft Excel skills
- Proficiency in Microsoft Office applications
Nice To Haves
- Six Sigma Green Belt certification (provided by Qualfon)
- Proficiency in Microsoft Office products, including Excel, PowerPoint, and Outlook
- Familiarity with report generation and data analysis
Responsibilities
- Organizing and attending conference calls
- Using electronic communication channels such as email, chat, and SMS
- Managing and overseeing operational escalations
- Strategizing, operating, providing feedback, and handling escalations
- Providing regular updates on account performance
- Analyzing operational results to identify areas of opportunity and implementing action plans for improvement
- Identifying gaps in processes and creating action plans to enhance performance
- Developing and implementing strategic action plans and workflow processes
- Bringing concerns and improvement suggestions to weekly meetings and deliberations
- Identifying and developing key personnel
- Providing timely feedback and coaching
- Recommending training programs
- Creating training and development plans to address leadership gaps as needed
- Conducting follow-up meetings and organizing agendas
- Forecasting departmental training needs to meet desired FTE (Full-Time Equivalent) levels
- Developing and implementing programs to enhance employee motivation and maintain a positive work environment
- Providing leadership for management initiatives to foster communication and drive performance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
