Operations Manager

Strada Global • Tallahassee, FL

13d • $61,950 - $115,050 • Onsite

About The Position

The Operations Manager is responsible for managing delivery teams in support of Strada’s overall strategic plan. With a strong focus on driving customer satisfaction and operational effectiveness, the successful candidate will be responsible for the service delivery model execution, day-to-day operations, building strong customer relationship and team development.
Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best.

Requirements

• Bachelor’s degree in related field or 2-3 years relevant experience or equivalent combination of education and experience.
• Call center operations management experience.
• People management experience.
• Client facing experience.
• Knowledge of customer service best practices and service-related best practices (high level).
• General system environment and process flow.

Nice To Haves

• Experience with an HR, payroll or benefits outsourcing provider in an operational role.

Responsibilities

• Manage phone agents for both Tier I and Tier II service levels.
• Partner with operations supervisors (4) to deliver contractual performance guarantees.
• Client reporting.
• Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes.
• Representing customer care perspective and influence decisions by integrating with domains (Benefits and HR BPO), client and shared services.
• Support new customer care implementations and drive existing client change-orders.
• Manage customer care delivery model, identifying out of scope services, and creating change requests.
• Manage and respond directly to client escalated issues.
• Share client knowledge and needs with customer care team.
• Develop knowledge/content management strategy with accountability for customer care desktop tools.
• Other duties, as assigned by your immediate supervisor and/or manager.

Benefits

• health coverage
• wellbeing programs
• paid leave (vacation, sick, parental)
• retirement plans
• learning opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager