Operations Manager

Overview

Looking for full-time work (8 hours/day)

at $10.23/hour ($1,799.99/month)

Associates degree

Last Active

January 26th, 2024 (108 days ago)

Member Since

March 22nd, 2018

Profile Description

Operations Manager
·Operations Manager: July 2018 - present·Operations Manager Intern: Aug 2016 - June 2018·Team Leader:  June 2012 – July 2016·Team Lead Intern: Upgrade to see actual info 2012 – May 2012·Floor Support/SME: Dec 2010 – Dec 2012· Sales/Billing Representative: April 2010 – Nov 2010· Technical support Representative: May 2008 – Dec 2009

Duties and Responsibilities
·POC for Escalations – Ensure that escalations are closed within timeline. Reinforce Team Leaders to coach or sanction disciplinary actions as required by escalations protocol. Avoid repeat offenses by creating actions plans that would help minimize market or corporate escalations.·LOB OM– As an LOB owner I ensure operations deliver the required client goals and Upgrade to see actual infonds report on daily CSAT/tNPS defects, drivers and root causes. Ensure that TLs are able to deliver direct coaching/feedback on CSAT/tNPS defects. Ensure that operations meet the required staffing needs and service level, limit staffing variances, offering of OT and VGH to agents to maximize productivity. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.·Creating strategies, SOPs and effective action plans that would help improve site performance. Performs Deck Readout to better understand areas of strengths and opportunities, RCA and PDCA.·Help develop high potential agents to become future leaders or become part of the leadership team.·Coaches for improved performance – deliver daily OM task to ensure that the teaUpgrade to see actual infoets the required Client Value attainment, CSAT, tNPS, FCR and Sales. Provides direct coaching and feedback to ensure follow up and implementation of agent commitments.·Drives Change – help explain changes so agents can better understand how business evolves depending on client’s needs and requirements.·Facilitate Calibration sessions to TLs refreshers and up training to improve performance