Job Title: Operations Manager "> Operations Manager Overview "> The Operations Manager is responsible for leading a team of Team Leaders and ensuring the achievement of Client Service Level Agreements and financial expectations. "> Key Responsibilities: "> "> - Develop and implement improvement plans to enhance operational performance and revenue generation; "> - Manage and review operational reports, including attendance adherence, productivity metrics, and client satisfaction scores; "> - Select, train, develop, and manage the performance of direct reports and their associates, including planning and assigning work in accordance with company policies and legal requirements; "> - Create and maximize relationships with client partners to drive business growth and retention; "> - Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; "> - Conduct regular one-on-ones with direct reports to review individual performance, team performance, and offer ongoing developmental coaching; "> - Drive employee engagement and resolve employee relation issues in a professional and timely manner; "> - Participate in cross-functional meetings to review information received from operational support functions and partner to define action plans that resolve issues and drive continuous improvement; "> - Implement best practices and over-deliver for clients to drive consistent performance and evaluate staffing needs; "> - Attend business reviews with clients to discuss key performance indicators and business outcomes; "> - Handle a team of team leaders and contribute to the development of strategic plans and initiatives. "> "> Requirements: ">"> - Associate's Degree in a related field with more than seven years of experience (with at least two years of progressive management experience) preferred; "> - Call center experience preferred; "> - Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback; "> - Demonstrated ability to analyze and improve work processes, establish a course of action for self and others to accomplish a specific goal; "> - Excellent communication skills, both written and verbal, with the ability to effectively present information to internal and external stakeholders; "> - Ability to work well under pressure, follow through on items to completion, and maintain a professional demeanor; "> - Strong organizational and prioritization skills, with the ability to manage multiple projects and deadlines in a fast-paced environment; "> - Willingness to work a flexible schedule and adapt to changing business needs. "> "> Benefits: "> This role offers a competitive salary and benefits package, as well as opportunities for career advancement and professional growth. As a member of our team, you will have access to training and development programs, as well as opportunities to participate in company-wide initiatives and events. "> Career Framework Role: "> Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations teams. Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures, and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues, and/or customers. Has accountability for results in terms of costs, strategies, and employees. "]},