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The Operations Manager is responsible for the overall performance and budget of their multiple client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.
- Work with the President and senior management to ensure the Company vision and core values are integrated into our operational strategies.
- Ensure the productivity of departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded
- Understand Client SLAs and contractual requirements to ensure we met objectives
- Manage all inventory in line with company requirements
- Ensure that all necessary facilities and/or tools are available for use by employees
- Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate
- Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated
- Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy
- Manage all client reporting and internal reporting and billing requirements in a timely manner
- Performance manage direct reports and overall team to ensure we grow and develop our talent
- Develop strategies to enhance productivity or improve processes and procedures
- Prepare monthly forecasts, revenue and expenses for portfolios
- Motivate staff through established incentive programs or ad hoc contests
- Establish work schedules to meet Company and client requirements
- Champion company core values and other company programs to engage and motivate our employees
- Other duties as assigned
- Education
- North America - Minimum High School Diploma or equivalent is required_
- Philippines - Minimum of 2 years post-secondary or equivalent is required_
- Costa Rica - No Minimum requirement_
- United Kingdom - No Minimum requirement_
- T_
- rinida_
- d & Tobago - Minimum 3 CSEC passes_
- English is compulsory in all locations_
- Experience
- 2 years' experience in an Managing Coach role or equivalent external experience_
- Certificates/Licenses:
- Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions, if required_