Operations Manager- Honolulu Office

The Operations Manager is a vital part of the Honolulu Office helping to build and continuously improve the operations to exceed our client expectations while maintaining productivity goals. The position is responsible for delivering key performance metrics in a 24x7x365 operation.

Requirements

• Responsible for the day-to-day performance of assigned teams including but not limited to service level, quality, staffing, and resolution rates and responding to any negative performance trends.
• Provide leadership, coaching, and development to a group of 2-5 team leads ensuring completion of all activities and that goals and objectives are met
• Foster the development of others by providing a professionally supportive environment of growth
• Manage and motivate the team to deliver quality service to our clients
• Create an environment of accountability for reporting staff
• Accountability to team cost and productivity
• Responsible for completing daily, weekly, and monthly reporting/audits as required
• Act as liaison to client account managers for firm-specific actions and issues
• Partner with WFM to plan and review staffing needs based on workload requirements. Alert WFM to any staffing issues
• Act as a direct point of contact for assigned firms for day-to-day communication and attend firm meetings when necessary.
• Implement strategic and tactical initiatives as it relates to assigned teams.

OTHER DUTIES

• Performs other duties as assigned by management
• Provide backup support to the site manager and other team members
• Follow all quality, safety, and company guidelines to ensure a safe and productive work environment, and actively live the company values.
• Maintains responsibility for the overall Honolulu office building
• Infrequent travel to participate in special projects or attend employee development seminars outside the office.

Requirements

• HS Diploma or GED required
• Associate’s degree in a related field or combined equivalent of education and experience preferred.

RELEVANT WORK EXPERIENCE

• 2 years of management or leadership experience, preferably as a Team Manager or equivalent leadership experience
• 2 years of technical support experience preferred

Schedule: 9:00 AM-6:00 PM M-F HST, but may be required to work different hours as needed including weekends.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Honolulu, HI 96813: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How many years of Information Technology experience do you have?

Experience:

• Management: 1 year (Preferred)

Work Location: One location