Operations Manager

Strada•Tallahassee, FL

13d•$61,950 - $115,050•Onsite

About The Position

Join us on a journey of endless possibilities At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact. With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter. Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best. Learn more at www.stradaglobal.com Job Summary The Operations Manager is responsible for managing delivery teams in support of Strada’s overall strategic plan. With a strong focus on driving customer satisfaction and operational effectiveness, the successful candidate will be responsible for the service delivery model execution, day-to-day operations, building strong customer relationship and team development.

Requirements

Bachelor’s degree in related field or 2-3 years relevant experience or equivalent combination of education and experience.
Call center operations management experience.
People management experience.
Client facing experience.
Knowledge of customer service best practices and service-related best practices (high level).
General system environment and process flow.

Nice To Haves

Experience with an HR, payroll or benefits outsourcing provider in an operational role.

Responsibilities

Manage phone agents for both Tier I and Tier II service levels.
Partner with operations supervisors (4) to deliver contractual performance guarantees.
Client reporting.
Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes.
Representing customer care perspective and influence decisions by integrating with domains (Benefits and HR BPO), client and shared services.
Support new customer care implementations and drive existing client change-orders.
Manage customer care delivery model, identifying out of scope services, and creating change requests.
Manage and respond directly to client escalated issues.
Share client knowledge and needs with customer care team.
Develop knowledge/content management strategy with accountability for customer care desktop tools.
Other duties, as assigned by your immediate supervisor and/or manager.