Clark | Operations Manager - Client Technology

Position Summary:
The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction

Overall Responsibilities: 
•    Lead, manage and develop supervisors through interactions and motivation
•    Foster a culture of team spirit and hospitality
•    Highly visible and accessible to team via floor presence
•    Perform supervisor duties as required
•    Take care of administrative supervisor related functions
•    Effectively manage attendance/absenteeism 
•    Attrition risk management (alert, communicate and mitigate any potential risk) 
•    Manage and deliver operational results in accordance with service delivery scorecard 
•    Recognize and advance Talent
•    Drive the selection process for team members
•    Own the end-to-end employee lifecycle for those assigned  
•    Drive process improvement by recognizing, communicating and acting on opportunities
•    Embody and reinforce an Arvato-values-based culture
•    Effectively and efficiently manage resources to optimize operational results
•    Make decisions based on full awareness on direct operational cost and revenue implications 
•    Align and collaborate with other functional areas
•    Ensure stakeholder communication and/or management
•    Evaluate daily key performance indicators and develop improvement needs.
•    Coordinates with leadership to interface with client and handle account management issues.
•    Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals. 
•    Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
•    Conduct performance appraisals for direct reports. 
•    Establishes performance objectives for supervisors and direct reports. 
•    Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
•    Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance and employee relations issues.
•    Demonstrate sound judgment and fairness when administering policies and procedures.
•    Work with Quality Assurance and clients to meet quality standards.
•    Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.

Job Requirements:
•    Experience with forecasting/scheduling and related software packages.
•    Proven ability to manage people, processes, and technology.  
•    Strategic thinker and tactical implementer. 
•    Experience in developing a team in a contact center site, while meeting all operational and financial objectives.  
•    Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individuals.
•    Ability to influence and motivate others.
•    Superior written and verbal communication skills.
•    Excellent leadership and developmental skills
•    Demonstrated success managing new initiatives while meeting operating and budgetary requirements. 
•    Must have strong technical, project management, implementation and process improvement skills.
•    General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Education/Experience: 
•    5-7 years call center experience
•    Minimum 3-5 years managing operations in a call center environment 
•    Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
•    Experience in a leadership role in a large contact center setting with extensive client and senior management interface