The Sr. Operations Manager is responsible for managing performance of the Operations Managers, its team leaders and their representatives in providing quality services to meet performances and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and philosophies. He/She will ensure optimum productivity and service level goals are maintained at all times. The successful candidate will maintain an excellent working relationship with clients while continuously striving to improve the level of overall service provided.

Responsibilities

DUTIES AND RESPONSIBILITIES:

Manage, lead and inspire the team to ensure everyone regularly meet/exceed targets
Develop all Operations Managers to ensure top performance
Monitor all staff to assess developmental needs to improve performance
Day to day management of account and related issues
Monitor, measure, report & analyze data to improve the program's performance
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
Responsible for staffing and hiring
Provide Subject Matter Expertise
Ensure training needs of subordinates are met
Successfully complete all client related training
Hold team meetings on a regular basis with direct reports
Communicate all process and client changes to direct reports within specific timeliness
Promote the use of all center communication tools

Qualifications

Knowledge

Up to date management skills and understanding of employee motivation
Understanding of key performance indicators including the working knowledge to drive appropriate behavior

Skills

Excellent communication skills
Good leadership and interpersonal skills
Excellent analytical skills
Must possess effective organizational skills and time management skills

Abilities

Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
Ability to problem solve independently and make fast but high quality decisions
Ability to create, interpret and analyze reports
Ability to exhibit professionalism
Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
Ability to work a flexible schedule (graveyard/shifting schedule)

Education/Experience

Bachelor's Degree (any field) or equivalent work experience
At least has 4 years of experience in the related field
At least has 2 year of experience as an SOM/Program Leader

Senior Operations Manager | Telco | Cyberpark | Pooling