Operations Manager
Operations Manager
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Salary Not Disclosed
1 Vacancy
Job Description
TransPerfect Is More Than Just a Job
Our greatest asset is our people and nothing is more important to us than ensuring that everyone knows that. Each of our 100 offices has its own individual identity and each also has its own unique rewards.
Position responsibilities:
Manage Team Leaders/Supervisors to ensure program(s) productivity quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
Monitor track and evaluate team performance based on key performance indicators (KPIs) and provide ongoing feedback to ensure all company standards are met.
Develop all the competencies required in front line managers to have a fully engaged highly skilled and effective team.
Deliver monthly daily or weekly updates on processes and procedures.
Perform oneonone meetings with supervisors to review team performance and effectiveness.
Ensure that supervisors and interpreters meet client expectations through the creation and implementation of written performance improvement plans.
Identify and implement process improvements to drive performance.
Communicate to Contact Center Director and assist when call center is experiencing phone issues delays or service interruptions.
Work in conjunction with various departments in the process of resolving client issues
Works in direct communication with clients when resolving escalated issues.
Maintains presence on contact center floor and observes Team Supervisors interacting with employees.
Participates in WFM staffing planning forecasting and performance reviews.
Participates in weekly Managers Meeting contributing to content by sharing ideas giving feedback and making suggestions.
Required/preferred knowledge skills and abilities:
Ability to lead direct and motivate others
Strong ability to multitask and work under pressure
Strong conflict management teambuilding and motivational skills
Excellent computer skills and ability to learn new applications quickly
Strong communication skills written oral and presentation
Familiarity with contact center tools systems reporting and methodologies
Understanding of KPIs and process improvement
5 years of call center leadership experience
Bachelors degree or equivalent experience preferred
TransPerfect provides equal employment opportunity to all individuals regardless of their race color creed religion gender age sexual orientation national origin disability veteran status or any other characteristic protected by states federal or local law.
Required Experience:
Manager
Employment Type
Full-Time
