The Operations Manager role is one of the most critical Positions in our business. The OM leads, guides, and directs the daily operational and client performance of a group of team supervisors who have responsibility for a group of customer contact center employees, who are responsible for meeting and exceeding client expectations. The ideal operations manager will find excitement inleading and developing team supervisors and customer contact center employees. They also promote a positive work environment designed to enhance employee engagement, satisfaction and retention. Last but not least, they will coach employees to succeed in all areas of compliance with business policies and practices to ensure legal compliance.

MY IMPACT ON THE BUSINESS:

Operations Managers have a huge impact on the day-to-day operations

Of the business, the three main areas being financial, client satisfaction and employee development.

• Financial - Operations Managers control much of the financial performance for ibex through managing agent attrition, client performance and efficiencies
• Client satisfaction - Operations Managers make sure that team supervisors support CSRs, so they can focus on what is important to the Client and thus produces results that meet what is valuable to the client and their customers
• Employee development - Operations Managers develop our first level of succession planning identifying and developing our supervisors and CSRs. The time they invest in their supervisors and CSRs is critical to the success of the business

HOW MY TIME IS SPENT AS AN OPERATIONS MANAGER:

• Coach low performers sups and create an action plan.
• Meetings with client to provide updates on KPIs, financial matters, etc
• Team Huddle- ensure KPI information and updates from client are provided to supervisors
• Handle attendance immediate coaching actions and daily reports
• Walk the floor/PCI/overall awareness of the Team.
• Payroll Updates (Quartz)

WHAT KEY COMPETENCIES DO I NEED TO BE SUCCESSFUL AS AN OPERATIONS MANAGER:

• Identifying behaviors that impact performance
• Implementation of development strategies
• Establishing an inclusive and supportive team environment
• Distinguishing coaching techniques that differentiate between individual and team needs
• Presenting information in a simple yet effective manner