Operations Manager

• Manage the overall performance and governance of the Statements of Work (together with Service Provider Account Management / Business Development).

• Manage the day-to-day operations in accordance with requirements and SLAs (voice & non voice) set out in this SOW.

• Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.

• Establish the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms.

• Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement.

• Drive Operations teams to deliver continuous improvement and productivity/quality gain.

Minimum requirements:

1. Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
2. Strategic thinker with strong analytical and problem-solving skills.
3. 6+ years of experience in call center operations.
4. 3+ years of people management experience, including managing leaders, and a strong desire to develop team members.
5. Empathy for the customer and passion to create an exceptional experience and provide outstanding customer support.
6. Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
7. Adaptable and energized by a fast-paced environment.
8. Bachelor’s degree, or equivalent.