Opertaions Manager - Onsite in Fayetteville, NC.

Foundever•Fayetteville, NC

4d•Onsite

About The Position

The Operations Manager leads first-line supervisors responsible for the daily operations of customer service teams. The role is accountable for achieving client and corporate service, quality, financial, operational, contribution, and employee satisfaction goals at the site. It provides leadership, training, development, coaching, and mentoring to supervisors and manages multiple teams, potentially across multiple clients. The position also oversees operational performance, client relationships, staffing and workforce management, campaign transitions, quality and process audits, client escalations, and financial reporting. The Operations Manager prepares and presents performance information to clients, supports commercial decisions affecting profit and loss, and ensures accurate forecasts, schedules, invoicing, and financial results.

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 criminal activity in every area of residence for the previous seven years.

Nice To Haves

At least two years of supervisory experience.

Responsibilities

Lead teams to meet or exceed client and corporate service, quality, contribution, financial, metric, and employee satisfaction objectives.
Ensure consistent achievement of financial and operational KPIs across the site.
Participate in recruitment, selection, induction, and ongoing skills development for direct reports.
Manage Coaches/Team Managers responsible for the daily operations of customer-facing teams.
Supervise multiple teams, including teams serving more than one client.
Conduct meetings with Coaches/Team Managers as needed.
Monitor PEAKOS metrics and take action to address shortfalls.
Conduct quarterly performance reviews and one-on-one meetings with direct reports against KPIs.
Review and proactively manage absenteeism and attrition across teams.
Manage campaign migrations and new business implementations.
Ensure actions arising from employee satisfaction surveys are implemented and reviewed.
Provide training, development, and mentoring to direct reports to support skills growth and career development.
Promote open, two-way communication and cascade key messages.
Coordinate operational client information and data requests, ensuring timely delivery to required quality standards.
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 where needed.
Ensure client satisfaction surveys are conducted and resulting action plans are implemented and reviewed.
Manage client escalations relating to operational team performance.
Track client satisfaction and complaints, including their response and resolution.
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.
Action commercial decisions affecting P&L.
Ensure forecasts and work schedules are completed accurately using relevant client information and scheduling tools.
Ensure accurate and reliable financial reporting and analysis at site and client levels.
Achieve budgeted revenue and EBITDA by ensuring clients are invoiced for all billed hours.
Perform other duties as assigned.