Senior Operations Manager

Senior Operations Manager

About Us

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. Our US team is growing and we're looking for an experienced Senior Operations Manager to join our Helpware team.

Position Overview

Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them. Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company through active coordination with various Operations and Support teams (i.e Human Resources, Facilities, I.T., Finance, Training, Quality, Continuous Improvement, etc.). Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.

Primary Responsibilities

• Ensures the profitability of multiple programs / accounts / LOB's by ensuring the attainment of client-specific KPIs and targets.
• Has full P&L responsibility for all programs / accounts / LOB's managed and supported.
• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
• Translates client requirements into action plans for the LOB's / accounts / programs.
• Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance.
• Anticipates the needs of the clients proactively and acts on such requirements before they arise.
• Monitor's account / program / LOB performance as contributed by individual and team efforts to ensure that profitability and efficiency are maintained and improved.
• Conducts interval business reviews, ensuring that contract metrics and service level and KPI agreements are met.
• Ensures that individual and global metrics are consistently improving for the account / program / LOB.
• Upholds company policies as it relates to the program and drives for adherence to such policies.
• Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standards of professionalism.
• Ensures the recognition and reward of top performing team members through incentive pay-outs and non-monetary rewards.
• Ensures that proper action is taken for non-performing team members as well as for those with documented infractions against company policies.
• Ensures that performance planning/appraisal/feedback activities are conducted and the necessary documentation and processes are followed.
• Drives for the conduct and adherence of proper coaching and mentoring to the entire operations team.
• Seeks and coordinates for the assistance of internal support functions (i.e. HR, Work Force, Learning Services, Customer Experience, I.T., Facilities, etc.) for client requirements as needed and appropriate to ensure profitability and drive for continuous improvement in performance. `
• Participates in the budgeting process and adheres to the established budget for the accounts / programs / LOB's. Manages costs and expenditures efficiently and wisely within budgeted guidelines.
• Actively monitors expenses incurred.
• Maintains a high level of morale and productivity within the LOB's / accounts / programs.
• Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies.
• Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate.
• Maintains, and reviews as appropriate, company-set ratios on staffing to ensure smooth operations of the program.
• Complements the forecasted call volume of the program with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes.

Qualifications

• Five (5) to Eight (8) years experience in a Managerial capacity or Two (2) to three (3) years' experience in a operations managerial capacity in Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications.
• Expertise in call center operations, financial management, and organization required.
• Proficiency with MS Office applications or Google Suite Applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Nice, Verint, Blue Pumpkin, etc.).
• Client relations. Leadership and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence.
• Excellent financial, planning, organizing and coordination skills; Adaptive to changing work schedules and working hours.
• Active listening skills.
• Operates with minimal supervision.
• Customer focus.
• Time Management and Multitasking skills.
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
• Presentation Skills.
• Full-time availability to work on weekends as needed.
• Availability to travel when needed.