Operations Manager I
Core
Coaching and supervising Team Leaders to ensure Client Service Level Agreements and financial expectations are achieved.
Role type
Operations Manager I (Team Lead Supervisor)
Builds
Operational performance and client service delivery
Domain
Business Operations / Call Center Management
Required skills
Coaching and developing direct reports, analyzing and maintaining Service Level Agreements, revenue generation and financial forecasting, managing operational reports, building client partner relationships, implementing corrective actions, cross-functional collaboration, staffing evaluation
Preferred skills
Call center experience, Associate's Degree in related field, ability to work under pressure, flexible schedule availability
Technologies
Attendance adherence tools, PFP systems, Client scorecard platforms, Metrics management reports
Responsibilities
Analyze and maintain Client Service Level Agreements, maximize revenue generation through data collection and forecasting, select and manage performance of direct reports, review operational reports, create and maximize relationships with client partners, provide leadership to ensure policy administration, conduct one-on-ones for performance review, resolve employee relation issues, participate in cross-functional meetings, implement best practices for clients, attend business reviews with clients, handle a team of team leaders
Seniority
Individual Contributor, Management Level
