Group Manager - Operations

Job Description • Lead the execution of programs and strategies by coordinating efforts through all concerned operations and support groups. • Manage all assigned accounts with a focus on achieving defined business goals and objectives through coordination and partnership with key business partners. • Drive revenue through effective management strategies. • Position the business for growth in new revenue generating capacities • Use information and analysis to prepare and conduct negotiations for call center service agreements and negotiate contractual terms, conditions, and pricing. • Develop, define and maintain the budget and operating plan for the different accounts assigned • Develops, implements, and communicates long-term objectives of the organization to the call center units. • Sets goals with the high level management team, makes decisions and maintain result orientation. • Reviews daily performance activities to ensure that objectives are met. • Conducts performance discussions with synergy partners and managers. • Coordinates, negotiates and works with other groups within or outside of the organization to meet service level agreements, maximize the center's ability to increase operating efficiencies and achieve organizational objectives. • Provides complete analysis and appropriate recommendations to superiors aimed at resolving issues encountered at own level. • Communicates delivery of service or product issues that affect company's market position or reputation to other company management. • Participates in the interviewing and hiring of call center managers. • Communicates operations' performance statistics to MANCOM and other key stakeholders. • Suggests changes and/or modifications to current training programs necessary to meet customer service needs and call handling standards. Qualifications • Operations Management• Control Financial Oversight• P&L/Budget Optimization• Can initiate Cost reduction and containment.• Client Relationship Management• Process Improvements• Staff Training and Development• Ensure Employee Satisfaction and Retention• Contribute to Revenue Growth• Manage Quality Control• Strategic Business Planning• P&L/Budget Optimization• Productivity Improvement• Change Management