Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business optimal growth potential, may it be from the ground up or by innovative transformation.
Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People
- Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
- Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
- Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
- Grace. The unconditional love for our fellow man. What is this world without love merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
- Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
- Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don't just take our word for it; experience the growth yourself!
If you don't know where to start, check us out at
www.enshored.com.
Job Overview: As the Operations Manager, you will be responsible for overseeing and optimizing the day-today operations of our business processes.
This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management.
Operational Leadership
- Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards.
- Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals. Team Management:
- Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals.
- Foster a positive and collaborative team culture, emphasizing continuous learning and development. Process Improvement:
- Identify and implement process improvement opportunities to streamline operations and enhance service delivery.
- Work closely with cross-functional teams to drive efficiency and effectiveness in business processes.
Performance Monitoring
- Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met.
- Utilize data and analytics to make informed decisions and drive continuous improvement.
Client Collaboration
- Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery.
- Establish and maintain strong client relationships through effective communication and performance reviews.
Duties And Responsibilities
- Work with the Operations Director, COO, and CAO to execute strategic projects.
- Oversee and direct daily business operations for optimum efficiency.
- Perform weekly meetings with operations staff to discuss metrics and deliverables.
- Submit frequently and as needed business reviews and report to other Enshored's Leadership team and clients.
- Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality).
- Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met.
- Work with Enshored team members to support organic growth.
- Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff.
- Frequently evaluate and analyze business productivity and performance.
- Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations.
MINIMUM REQUIREMENTS AND QUALIFICATIONS (External)
- At least 2 years experience as an Operations Manager or 5 years experience as a Senior Team Leader/Team Manager handling Team Leaders
- Preferably has experience managing different support channels (chat, email, voice, back office)
- Must have expertise in coaching and mentoring
- Must have in-depth knowledge about root cause and data analysis
- Strong presentation and storytelling skills (Internal)
- At least 1 year tenure in Enshored, and has been with his/her current role for more than 6 months
- At least 2 years experience as a Team Manager or 5 years combined experience as a Team Leader and/or Team Manager (Enshored and previous companies)
- Must have expertise in coaching and mentoring
- Strong presentation and storytelling skills
About Enshored
Enshored is the leading outsourcer for start-ups. We're here for the innovators, for the scalers. We're here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don't treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.
