Opertaions Manager - Onsite in Fayetteville, NC.

Foundever®•Fayetteville, NC

5d•$67,000•Onsite

About The Position

The Operations Manager leads first-line supervisors responsible for the daily operations of customer service teams. The role oversees multiple teams, potentially supporting more than one client, and is accountable for meeting client and corporate service, quality, financial, operational, metric, contribution, and associate satisfaction goals across the site. The manager leads and develops supervisors, coaches, and team managers, and ensures consistent achievement of operational KPIs. The role also manages operational client relationships, campaign migrations and new business implementations, performance reporting, workforce forecasting and scheduling, financial reporting, and P&L-related commercial decisions. It ensures client and employee feedback is acted on, operational processes are audited and improved, and client escalations and complaints are addressed. This is an onsite position in Fayetteville, North Carolina. Employment offers are conditional on successfully completing a criminal background check covering criminal activity in every area of residence over the previous seven years.

Requirements

At least 2 years of directly related experience, preferably in a customer support environment.
A stable background as a product specialist, technical support agent, or customer service advisor.
A four-year college degree in business management or administration, or an equivalent combination of education and directly related experience.
Ability to complete and pass a criminal background check covering all criminal activity in every area of residence over the previous seven years as a condition of employment.

Nice To Haves

At least two years of supervisory experience is desired.

Responsibilities

Lead teams to meet client and corporate service, quality, contribution, financial, operational, metric, and employee satisfaction goals, ensuring consistent achievement of site KPIs.
Direct recruitment, selection, induction, and ongoing skills development for direct reports.
Line-manage Coaches/Team Managers overseeing teams of Agents/Advisors handling customer questions and issues.
Supervise multiple teams supporting one or more clients.
Conduct meetings with Coaches/Team Managers as needed; ensure PEAKOS metrics are achieved and take appropriate action when performance falls short.
Conduct quarterly formal performance reviews and one-on-one meetings with direct reports against KPIs.
Continuously review and proactively manage absenteeism and attrition across teams, taking action as needed.
Manage campaign migrations and new business implementations.
Ensure employee satisfaction survey actions are implemented and continuously reviewed.
Oversee training, development, and mentoring of direct reports to support skills expansion and career development.
Promote open, honest two-way communication and cascade key messages.
Manage operational-level client relationships, coordinating information and data requests and ensuring timely, quality delivery.
Coordinate responses to client change-control requests.
Ensure call monitoring is completed in line with PEAKOS, reported monthly across a representative sample of transaction types, and followed by corrective action when needed.
Ensure client satisfaction surveys are completed and action plans are implemented and reviewed.
Manage client escalations relating to operational team performance.
Track client satisfaction and complaints, including responses and resolutions.
Ensure quarterly process audits are completed for each customer-related transaction and that improvement plans are agreed.
Prepare, analyze, and present data to clients during monthly performance reviews.
Execute commercial decisions affecting P&L.
Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools.
Ensure accurate and reliable financial reporting and analysis at both site and client levels.
Achieve budgeted revenue and EBITDA, ensuring clients are invoiced for all billed hours.
Perform other duties as assigned.