Job description

This is a remote position.

Our Ideal Candidate

We are seeking a dedicated and experienced Operations Manager to oversee day-to-day operations on the US day shift. The ideal candidate will be responsible for ensuring the efficient and effective management of operational activities, optimizing processes, and leading a team to achieve organizational goals. This role requires strong leadership, excellent problem-solving skills, and the ability to thrive in a fast-paced environment.

As an Operations Manager, you will provide excellence by:

Manage the day-to-day operational activities of the program in coordination with the client representative and/or other functional units of the organization as it relates to manpower resources, systems and procedures, and quality improvement efforts.
Provide directions to Team Leaders to ensure operational efficiency, responsiveness to customer requirements, and achievement of program goals
Conduct regular one-on-one sessions with direct reports to review individual performance, the performance of their teams, and offer on-going developmental coaching
Create a positive work environment through engagement activities; resolve employee relations issues within the cluster in a professional and timely manner
Take an active role in ensuring overall business health of the cluster and must be able to articulate roadblocks and solutions in regular cadence with leaders, business reviews and presentations
Maintain high team morale and keep employee turn-over low
Work with integrity and act as the primary steward against data privacy breaches and other potential security threats that may endanger the company, the program, and its clients and customers

Requirements

Do you have what it takes to be our Operations Manager?

Consider yourself highly qualified if you have:

· Previous, demonstrated experience in operations management, business administration, account management or related field

· At least 5 years of team management experience as an operations manager in a BPO or Shared Services environment

· In-depth knowledge of good performance management principles and practices

· An expert in developing and implementing Key Performance Indicators or Key Result Areas in a BPO operations setting

· Ability to work well under pressure and follow through on items to completion while maintaining professional demeanor

· Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented virtual business environment

· Willingness to work in a flexible schedule

· Extensive knowledge of Microsoft 365 and MS Office, includingSharePoint.

· Extensive knowledge of productivity, CRM, production, creative and project management apps and integrations incl Trello, Asana, GDrive, Canva, Slack, Teams, Zapier, Airtable

· Curiosity and an aptitude to learn new applications