The Operations Manager is responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements. He/She will also be responsible for managing the performance of the 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. Will also maintain an excellent working relationship with clients while continuously strive to improve the level of overall service provided.

Responsibilities

Responsibilities:

Supervise, lead and inspire your team to ensure they regularly meet/exceed sales
Develop all team leads to ensure top performance
Monitor all staff to assess developmental needs, to improve performance
Day to day management of account and related issues
Help provide training and development and conduct regular appraisals with team
Monitor, measure, report & analyze data to improve call centre performance
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Monitor and take action on TKS, personnel and payroll issues.
Conduct performance appraisals annually.
Responsible for staffing and hiring.
Maintain current employee records on direct reports.
Review CMS statistics on a daily basis and provide constructive feedback.
Provide Subject Matter Expertise.
Ensure training needs of subordinates are met.
Modify operations as needed to meet service level agreements under supervision of Operations Manager.
Successfully complete all client related training.
Resolve escalated customer issues.
Hold team meetings on a regular basis with direct reports.
Communicate all process and client changes to direct reports within specific timeliness

Qualifications

Requirements:

Bachelor's degree (any field) is preferred
At least 2 years experience as an Operations/Program Manager specializing in inbound sales Telecommunications account
Excellent communications skills
Strong customer service and sales background
Good leadership and interpersonal skills
Must have passed AT&T certification (for internals)
No escalation or corrective documentation issued in the past 3 months
Role Model (leadership by example)
Professional demeanor
Up to date management skills and understanding of employee motivation
Sense of urgency and responsibility
Understanding of key performance indicators including the working knowledge to drive appropriate behavior
Willing to work on a split day-off schedule

Mgr Site Ops