Teleperformance Clark | Operations Manager for B2B Account

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.

o Foster a culture of team spirit and hospitality.

o Highly visible and accessible to team via floor presence.

o Perform supervisor duties as required.

o Take care of administrative supervisor related functions.

o Effectively manage attendance/absenteeism.

o 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 Majorel-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.

· Analytical 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.