1-1.2万
景兴环球
Job
Description Summary
The Operations Manager I is responsible for coaching and supervising a group of
Team Leaders. This position is also responsible for ensuring Client Service
Level Agreement and financial expectations are achieved.
Job Description
Essential
Functions/Core Responsibilities
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data
collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting,training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
•Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent
administration of company policies and standards; define and implement
any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
•Participate in cross functional meetings to review information received from
operational support functions - Training, HR, Quality, WFM, TA.- and partner to
define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders
Candidate Profile
• Associate's Degree in related field with more than seven years of experience
(with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
•Demonstrated ability to coach and develop action plans, which maximize
performance, and provide effective feedback
•Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and
deadline-oriented business environment
•Demonstrated ability to mentor, coach and provide direction to a team of
employees
•Willingness to work a flexible schedule
• Native Cantonese speaker.
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