Onsite Operations Manager
About The Position
The Operations Manager is responsible for ensuring the customer center remains customer-centric and meets client-defined operational metrics, including client satisfaction, quality, adherence, turnaround times, and throughput. The role analyzes statistical reports and arrival patterns to maintain staffing levels that meet service-level agreements and conducts employee focus group discussions to identify and address concerns. The position manages accounts at the operational level to align production, costs, and financial results with internal metrics. This includes forecasting account revenue and spending against revenue and EBIT goals, maximizing financial performance through productivity management, and monitoring internal productivity, direct and indirect costs, and other financial measures. The role also communicates with US Vendor Management Offices, oversees operational escalations, analyzes performance and implements improvement plans, develops employees, and manages personnel initiatives.
Requirements
- At least 5 years of experience in Back Office Operations and Production.
- At least 2 to 4 years of experience 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
- Manage operations to meet client-defined metrics, including client satisfaction, scorecard results, quality, adherence, turnaround times, and throughput.
- Analyze statistical reports and arrival patterns to maintain staffing levels that meet service-level agreements.
- Conduct focus group discussions to identify and address employee concerns.
- Manage account operations to align production, costs, and financial results with internal metrics.
- Forecast account revenue and spending to align with revenue and EBIT goals.
- Manage productivity metrics, including hours produced versus paid hours, production statistics, and operating costs.
- Monitor and analyze productivity, direct and indirect costs, and other financial metrics.
- Organize and attend conference calls with Vendor Management Offices in the US, and communicate through email, chat, and SMS.
- Manage operational escalations, provide feedback, and give regular updates on account performance.
- Analyze operational results, identify improvement opportunities and process gaps, and implement action plans and workflow improvements.
- Raise concerns and improvement suggestions in weekly meetings and deliberations.
- Identify and develop key personnel, provide timely feedback and coaching, and recommend training programs.
- Create training and development plans to address leadership gaps.
- Conduct follow-up meetings and organize agendas.
- Forecast departmental training needs to meet desired FTE levels.
- Develop and implement programs to enhance employee motivation and maintain a positive work environment.
- Lead management initiatives that 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
