Operations Manager

IBEX Global • Washington, DC

15d

About The Position

The Operations Manager role is one of the most critical Positions in our business. The OM leads, guides, and directs the daily operational and client performance of a group of team supervisors who have responsibility for a group of customer contact center employees, who are responsible for meeting and exceeding client expectations. The ideal operations manager will find excitement inleading and developing team supervisors and customer contact center employees. They also promote a positive work environment designed to enhance employee engagement, satisfaction and retention. Last but not least, they will coach employees to succeed in all areas of compliance with business policies and practices to ensure legal compliance.

Requirements

• Identifying behaviors that impact performance
• Implementation of development strategies
• Establishing an inclusive and supportive team environment
• Distinguishing coaching techniques that differentiate between individual and team needs
• Presenting information in a simple yet effective manner

Responsibilities

• Operations Managers control much of the financial performance for ibex through managing agent attrition, client performance and efficiencies
• Operations Managers make sure that team supervisors support CSRs, so they can focus on what is important to the Client and thus produces results that meet what is valuable to the client and their customers
• Operations Managers develop our first level of succession planning identifying and developing our supervisors and CSRs.
• Coach low performers sups and create an action plan.
• Meetings with client to provide updates on KPIs, financial matters, etc
• Team Huddle- ensure KPI information and updates from client are provided to supervisors
• Handle attendance immediate coaching actions and daily reports
• Walk the floor/PCI/overall awareness of the Team.
• Payroll Updates (Quartz)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees