Operations Manager

TTEC•Dearborn, MI

About The Position

The Program Manager is a leader, who is employee-focused and sets the standards and direction for their respective Customer Contact departments. The Program Manager acts as a mentor by fostering a progressive learning environment, takes initiative to improve processes enabling the program to meet its goals. This key player will ensure all Key Performance Indicators are met, sustained and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily.

Requirements

Undergraduate degree or equivalent work related experience
Minimum 5 years experience in a customer service environment, preferably call center operations.
Proven leadership with a minimum 2-3 years experience managing direct reports with staff.
Ability to set operational goals and drive results
Creativity and innovation in process design and implementation, continuously sharing best practices.
Demonstrated ability to defuse conflict and mitigate, achieving win-win resolutions
Superior ability to build relationships, continuously motivate and foster team development with proven coaching and succession planning
Thorough understanding of business integration methodologies, reporting, trend analysis and project management.
Strong organizational and written/verbal communication skills.
Proven ability to work with direct client interaction.

Nice To Haves

Project Management, Sales and/or Marketing experience a plus.
Six Sigma and/or PMP Certification a plus.

Responsibilities

Customer Relationship Center Operations
Integrate leadership strategies with Direct Reports (Team Leaders) to ensure Key Performance Indicators are met and exceeded, including customer satisfaction.
Deliver quality and service level objectives. Demonstrate understanding of program goals and objectives.
Responsible for the operational success of the team.
Perform weekly team checks on key performance indicators. Address as necessary.
Lead day to day operations. Develop and implement contingency plans to ensure that all program service level metrics are met.
Drive calibration sessions, Team Leader and Market meetings.
Drive concern resolution in the team’s customer handling process.
Drive a culture of customer care by being present, supportive and serving as a role model for excellent customer handling.
Responsible for on going implementation and maintenance of the concern resolution process to achieve and sustain customer satisfaction targets.
Identify opportunities for customer handling process improvements. Communicate and get buy in from management and implement changes.
Partner with Ford to ensure that projects are implemented successfully, efficiently and cost – effectively.
People/Product/Processes are linked into all decision making/understanding of the business.
Analysis, monitoring and reporting of special projects.
Support escalated caller situations (including handling of escalated calls) by understanding and applying concern resolution strategies to drive customer satisfaction. Ensure teams promised follow ups are kept.
Project Management Responsibilities
Participates in the development of policy, process, procedure, organizational structure,
change management, and communications in order to meet Client expectations.
Negotiates workable timelines with the Client and internal departmental personnel.
Reviews operational reports daily, analyzing and identifying trends for Percepta
management.
Responds to Client concerns and issues immediately.
Work with internal teams, and clients to provide input to, proposals, business
requirements, and Statements of Work.
Assist clients and sales leaders (Directors of Business Development, Account
Management, and Strategic Account Directors) with definition, design, and development
of programs.
Actively communicate program requirements and status to clients and internal team
members.
Work with internal departments and clients to ensure tasks are completed on time and
within identified budget and quality measures.
Consistently track and manage program timelines while coordinating the resolution of
program changes, issues, and risks.
Work Environment and Personnel Development
Lead by example to create a positive work environment that drives team performance.
Promote Team Leader development through delivery of frequent and timely coaching sessions, weekly one on one meetings and attendance during Team Leader PEP sessions.
Provide direct leadership to the Team Leader through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
Administer disciplinary actions if necessary.
Recognize and reward excellent team performance.
Build morale within the team to support Team Leader and CSR retention.
Resolve conflicts with sensitivity, tact, and fairness.
Plan and implement strategic learning objectives for self development.
Complete annual performance evaluations on Team Leaders and other direct reports.
Performs other duties as required.