Hybrid Senior Operations Manager

at Helpware

• Job title: Senior Operations Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $70,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Nashville, United States

About the role

• Senior Operations Manager at Helpware responsible for managing day-to-day contact center operations and client relations. Overseeing KPIs, financial targets, and team leadership in multiple locations.

Responsibilities

• Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's.
• Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them.
• Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company.
• Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
• Has full P&L responsibility for all programs / accounts / LOB's managed and supported.
• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
• Translates client requirements into action plans for the LOB's / accounts / programs.
• Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance.
• Monitors account / program / LOB performance to ensure that profitability and efficiency are maintained and improved.
• Conducts interval business reviews, ensuring that contract metrics and service levels and KPI agreements are met.
• Upholds company policies and drives for adherence to such policies.
• Manages costs and expenditures efficiently and wisely within budgeted guidelines.
• Maintains a high level of morale and productivity within the LOB's / accounts / programs.

Requirements

• Five (5) to Eight (8) years experience in a Managerial capacity
• Two (2) to three (3) years' experience in a operations managerial capacity in Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications.
• Expertise in call center operations, financial management, and organization required.
• Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.).
• Client relations.
• Leadership and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence.
• Excellent financial, planning, organizing and coordination skills; Adaptive to changing work schedules and working hours.
• Active listening skills.
• Operates with minimal supervision.
• Customer focus.
• Time Management and Multitasking skills.
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
• Presentation Skills.
• Full-time availability to work on weekends as needed.
• Availability to travel when needed.