Job description
Operations Manager
Full Job Description
POSITION SUMMARY
The Operations manager leads and organizes the operations and business processes. Maintains the performance, productivity, efficiency and profitability of the Operations Team through important methods and management strategies. Analyze business benefits, service level agreements (SLAs) with customers, process improvement plans and competing priorities to align operational capacity and financial performance that is productive for our clients and the organization.
Tasks and Responsibilities
These tasks are subject to change depending on the nature of the division / department service or company management.
- Previous core experience handling AT&T B2B CALL CENTER operations
- Meets operational objectives by communicating job expectations to program managers, reviewing compensation actions, enforcing policies and procedures.
- Ensures key performance indicators (KPIs), professional advances and career change for program managers and verify that they are achieved through training, feedback, delegation, evaluation and monitoring.
- Organizes the progress reports presented by the program managers to present the analyzed data to senior managers and clients.
- Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, root cause analysis and cost / benefit analysis.
- Ensures that the Operations Team complies with the financial objectives of the organization when estimating the requirements, preparing an annual projection of benefits; analyze variations and initiate corrective actions.
- It is linked to high level management and clients to develop, implement and manage operational standards and strategic plans to obtain the maximum benefit, increase productivity and reduce risks.
- Applies the action plans to establish technical specifications, production objectives, team productivity, quality of service and client standards by contributing with analyzed information for strategic plans and reviews of the organization.
- Analyze the projection of calls established by the client and create schedules that meet said projection in order to cover the customer's demand and generate benefits for the company.
- Send information on hours worked, commissions and bonuses applicable to your work team of all levels in charge and compiled to the accounting department on the established dates.
- Updates work knowledge through continuing education for professional development through, but not limited to:
- Training Programs in Internal Management and Leadership
- Seminars and workshops of external agencies.
- Improves the credibility of the operational department by affirming the responsibility and commitment to attract new and different internal and external clients.
- Explore opportunities to add value to work achievements and boost employee compliance.
- Performs the duties and responsibilities related as assigned and requested by the immediate superior.
- Promote and model a style of work aligned with the principles and values central to the organization that fosters the optimal performance of the Program.
- Willing-Able to travel occasionally within the U.S. or overseas
. QUALIFICATIONS
- University graduate of courses in administration and / or disciplines related to at least 2 years of experience in administration or university level in administration courses and / or disciplines related to at least 5 years of experience in administration would be a plus.
- Outstanding interpersonal and English communication skills: verbal and written.
- Exceptional organizational skills for planning strategies, delegation, coaching, facilitation and negotiation.
- Shows outstanding analytical skills and abstract thinking.
- Proficient in basic software applications such as: Microsoft Office package.
- Advance knowledge on Reports i.e., Excel – Prepare and present regular reports on operational performance to Senior Management.
- Attentive to details and works accurately.
- Formed in leadership and management concepts through internal or external training agencies, similar experience and / or theoretical knowledge in: Staffing and programming Planning People management, Profitability management Promote process improvement financial planning and strategy.
- Strategic planning Performance management Business complexities.
- Able to maintain confidentiality, credibility and professionalism
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Microsoft Office: 1 year (Required)
- Sales: 1 year (Required)
- B2B: 1 year (Required)
- Call center management: 1 year (Required)
Ability to Commute:
- Boca Raton, FL 33487 (Required)
Work Location: In person