Job Title: Operations Manager 1
The Operations Manager I oversees a group of Team Leaders, ensuring Client Service Level Agreements and financial targets are met. Key responsibilities include analyzing and maintaining client agreements, implementing improvement plans, and maximizing revenue generation through data collection, forecasting, and budgeting. Additionally, this role involves selecting, training, developing, and managing direct reports, as well as reviewing operational reports and creating relationships with client partners.
Key Responsibilities:
* Analyze and maintain all client service level agreements; implement improvement plans as needed
* Maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable hours, forecasting, budgeting, etc.)
* Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
* Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
Qualifications:
* 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
* Work well under pressure and follow through on items to completion while maintaining a professional demeanor
* Excellent communication skills, both written and verbal
* Ability to effectively present information to internal and external associates