Operations Manager

Operations Manager

• Site: US Center of Excellence in Dallas-Fort Worth Metropolitan Area, Work in Office position
• Reporting to: Vice President of US Operations

We’re an award-winning business outsourcer providing offshore and onshore staffing solutions that are Safe, Flexible, and Innovative for our global clients.

As an Operations Manager, your role is vital in keeping our client’s business objective fully satisfied that will eventually contribute to our organization’s growth and success.

Operations Managers are the leaders of their campaigns or departments; An Operation Manager is primarily in-charge of the following: Operational Strategizing, Logistics Management, Budget Management, Managing Support Services and Managing 3rd Party Relations.

As a values-led organization, we expect all our team members to exemplify our four values of Collaboration, Impact, Passion and Transparency.

A SNAPSHOT OF YOUR ROLE

As an Operations Manager, you’ll utilize both your leadership and your business acuity to ensure the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met.

You are also expected to maintain company-set ratios for staffing for smooth operations of the program, and that the resource complement sufficiency for the forecasted volume or allocated billable hours. Guarantee that everyone within the program strictly abides the Company and Client policies and procedures, while being consistent in recognizing and rewarding top performers, but strict in carrying out disciplinary action/consequence management for non-performers.

As Operations Manager you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

What you get to do every day as an Operations Manager:

• Ensure profitability of the program/s by driving the attainment of Client specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitor sales metrics through proper coaching, consequence management, etc.
• Upholds company policies as it relates to the program/s and drives for adherence to such policies.
• Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standard in professionalism.
• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
• Conducts performance planning/appraisals/feedback meetings and accomplishes the necessary performance appraisal forms to assess high potential team members.
• Ensures that proper action is taken for non-performing supervisors as well as those with documented infractions against company policies. Provides coaching and mentoring to those who do not meet their metrics.
• Spearheads the design and implementation of daily/weekly/monthly incentive schemes to drive positive performance.
• Ensures the objective stack ranking of team members in terms of metrics and /performance to provide solid basis for performance assessment.
• Provides opportunities for immediate coaching for associates and team leaders for improved performance.
• Liaises with leadership and the Client regarding the program’s performance.
• Analyzes the necessary information (E.g. Top and bottom performing agents) and translates this to tangible and relevant data on program performance.
• Generates value added actions or initiatives for strengthened partnership between the clients.
• Promotes and demonstrate Acquire’s values internally and externally.
• Manages Site Facilities Proforma, costs and supplies
• Attends to critical Site Buildout project management initiatives
• Collaborates with Acquire functional departments to grow the Dallas Center of Excellence
• Performs other job duties as required to grow and sustain the business

A BIT ABOUT YOU

• Extreme ownership, self-motivated self-starter, and business owner
• Superb client relational, leadership, and people-management skills.
• Adaptive to changing work schedules and environment.
• Operates with very minimal direction and supervision.
• Proven time management and multi-tasking skills.
• Detail oriented, analytical, problem-solver, and sound decision maker.
• Project management and presentation skills.
• Professional communication skills both verbal and written.
• Ability to plan, organize, and coordinate initiatives and efforts.
• Ability to develop agents and Team Leaders / Shift Managers to be critical thinkers in all their interactions with the customers or colleagues
• Possess excellent communication skills that they can impart to respective agents and Team Leaders / Shift Managers
• Should be able to train Team Leaders / Shift Managers with all updates and changes in the processes of the campaign
• Strong command in English communication both Oral and written
• Should have strong knowledge of Microsoft Office applications
• Open communication between staff while maintaining professional conduct
• Content Moderation and Omnichannel Contact Center Experience

WHAT SUCCESS LOOKS LIKE

• Highly productive program measured via consistent meeting of contractual KPI targets and optimum profitability.
• Excellent client, subordinates, peers, support group and inter-department relationship.

If you'd like to apply or for find out more about the role, please go to https://acquirebpo.wd3.myworkdayjobs.com/Acquire/job/Texas/Operations-Manager_R4774

Job Type: Full-time

Salary: From $75,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Application Question(s):

• Do you have strong knowledge of Microsoft Office applications?

Experience:

• Call center management: 5 years (Preferred)

Work Location: One location