Onsite Operations Manager
About The Position
The Operations Manager is responsible for ensuring that the customer center remains customer-centric and meets client-defined operational metrics. The role oversees client satisfaction and performance across scorecard results, quality, adherence, turnaround times, and throughput. It analyzes statistical reports and arrival patterns to maintain staffing levels that meet service-level agreements, and uses focus group discussions to identify and address employee concerns. The manager oversees accounts at the operational level, aligning production, costs, and financial results with internal metrics. Responsibilities include managing manpower utilization, attrition, production hours, account revenue forecasts, spending, revenue and EBIT goals, productivity, and operating costs. The role also communicates with US Vendor Management Offices, analyzes performance and implements action plans, develops employees and leaders, and manages personnel initiatives that support motivation, communication, and performance.
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; the posting notes it is provided by Qualfon.
- Proficiency in Microsoft Office products, including Excel, PowerPoint, and Outlook.
- Familiarity with report generation and data analysis.
Responsibilities
- Manage customer-center operations to meet client-defined metrics for scorecard performance, quality, adherence, turnaround times, throughput, and client satisfaction.
- 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 accounts operationally, aligning production, costs, and financial results with internal metrics.
- Manage manpower utilization, attrition, and production hours.
- Forecast account revenue and spending in alignment 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.
- Communicate directly with Vendor Management Offices in the US by organizing and attending conference calls and using email, chat, and SMS.
- Manage operational escalations, provide feedback, develop strategies, and provide regular updates on account performance.
- Analyze operational results, identify opportunities and process gaps, and implement action plans and workflow improvements.
- Bring concerns and improvement suggestions to weekly meetings and deliberations.
- Identify and develop key personnel; provide timely feedback and coaching; recommend training programs; and create 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
