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Employer: Ascensos
  • Customer Support - Client Service
  • Job type: full-time
    Job level: Manager
  • Updated at: 22.09.2021

    As an Operations Manager, you will become an expert in the processes. You will manage other leaders to ensure that advisors are adequately trained and supported. You will ensure that accuracy and standards are maintained, and that risks and mitigation strategies are communicated across a globally distributed organization.

    This role will include managing individual and team performance expectations and goals; provide individual coaching feedback sessions; maintaining and improving quality and throughout of data; and monitoring real-time productivity to meet weekly and monthly deliverables.

    Candidate profile

    Bachelor's degree or higher
    Previous experience as an Operations, Project or Program Manager directly managing and developing front-line managers
    Experience in understanding performance metrics and developing them to measure progress against key performance indicators
    Proficiency verbal and written communication skills in English
    Experience with process improvement/quality control tools and methods
    Experience in managing medium-big accounts (100+ employees)
    BPO/call center experience
    Financial knowledge
    Excellent communication, strong organizational skills and detail-oriented
    Leadership experience in coaching and performance management
    Demonstrated ability to lead diverse talent within a team and work cross-functionally
    Descrierea jobului Key responsibilities

    Manage day-to-day operations of a team of team managers, advisors, quality control, trainer, resource planners and reporting
    Oversee the hiring & training of new team members and support their development
    Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
    Collect, track, & present metrics related to processes, team accuracy and efficiency
    Drive improvements in efficiency, throughout and cost across the project
    Partner with Workforce Planning to prioritize and manage regular operational workflows as well as associated training needs
    Communicate with other operations and/or managers regarding risks, mitigation strategies, and success of project SLAs
    Utilize strategic thinking to plan/develop team and site growth
    Troubleshoot and resolve technical and logistical issues
    Ability to lead diverse talent within the team, work cross-functionally, and build consensus on difficult issues
    Financial tracking of project profitability

    We offer great opportunities and we value our employees, we understand that the bussiness needs efficient communication and the development of the human resource.
    If you join us, you will find a proactive team and a great work environment