Ability to deal with ambiguity, influencing people without authority and strong data reporting skills will be added advantage.
Job summary
Manager, Ops Programs
External job description
Key responsibilities:
- Daily and weekly operations/deliveries/key metrics/ review and management
- Provide consulting and training support while encouraging partner teams to operate with a sense of independence and ownership
- Strong business analytics and leadership skills
- Provide value-added recommendations and continuous process improvements based on analysis to enhance systems, programs, or resolve partner issues.
- Detailed reporting and metrics preparation
- Analyze network performance data and produce regular management reports
- Program management
- Operations process standardization
- Deployment of new operations and/or SLAs within the Seller Support Outsourcing network
- Sharing operational and quality best practices across the Seller Support network
- Special projects and other responsibilities as assigned
Internal job description
Loop competenciesBasic qualifications
- Have knowledge of KPIs, Metrics and how to achieve them.
- Demonstrated ability to work in a cross-functional environment with various organizational units including senior level stakeholders.
Worked on large programs or Program Management role for atleast 2 years - Understanding of call/contact center operations - Proven ability to lead others, even in a remote management environment - Demonstrate effective, clear and professional written and oral communication skills.
- Ability to communicate effectively in one to one and group sessions.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Demonstrated experience in coaching for results - Excellent understanding and knowledge of MS Office Applications including Excel, Word, Access and SQL.
- Ability to travel 25% or more (Domestically & Internationally)
Preferred qualifications