Operations Manager I
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Job Title:
Operations Manager IJob Description
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.Essential Functions/Core Responsibilities
Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours forecasting budgeting etc.)
Selecting training developing and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organizations policies and applicable legal requirements
Manage and review operational reports (Attendance adherence PFP Client scorecard Metrics management reports)
Create and maximize relationships with client partners
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
Conduct regular one-on-ones with direct reports to review individual performance the performance of their team and offer on-going developmental coaching
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Participate in cross functional meetings to review information received from operational support functions - Training HR Quality WFM TA.- and partner to define action plans that resolve issues and drive continuous improvement
Implement best practices and over-deliver for clients drive consistent performance evaluate staffing needs with input from BD and Client and make adjustments to meet changing requirements
Attend business reviews with the client
Handle a team of team leaders
Candidate Profile
Associates Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
Call center experience preferred
Demonstrated ability to coach and develop action plans which maximize performance and provide effective feedback
Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
Work well under pressure and follow through on items to completion while maintaining professional demeanor
Excellent communication skills both written and verbal. Ability to effectively present information to internal and external associates
Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to mentor coach and provide direction to a team of employees
Willingness to work a flexible schedule
Internal Career Path Policies
- The game-changers must have the approval of his or her immediate supervisor to apply for the call.
- Required tenure: 6 months.
- Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
- Must not have active disciplinary actions.
- The game-changer may participate in only one process at a time.
- Comply with the learning paths of the Corporate University.
- Must remain at least 6 months in the position to which he/she was recently promoted to be able to apply for another call.
- If you were evaluated by the PC psychologist for a vacancy and you were not selected you must wait at least 2 months to reapply for that same position from which you did not pass
- The process is performed and/or outside working hours which means that the game-changer should be available in his free time in case we require it.
- Any other guidelines that may arise in the Career Path process due to the legislation of each location or clients guidelines will be recorded within the current procedure and platform.
Career Framework Role
Manages professional employees and/or supervisors or supervises large complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees colleagues and/or customers. Has accountability for results in terms of costs strategies and employees.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities duties and skills required of personnel working within this job title.
Location:
COL Medellin - Fabricato - Cra. 50 #38a-185 Rincon Santos Bello AntioquiaLanguage Requirements:
SpanishTime Type:
Full timeIf you are a California resident by submitting your information you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
As a diverse, global organization, we provide customer engagement services for some of the world’s best brands. Every day, from more than 225 sites in 40 countries and across 6 continents, our staff deliver next-generation customer experience and help companies better connect with the ... View more
