Operations Manager

Job Description

Operations Manager Role and Key Responsibilities: Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations Communicate expectations to employees and provide timely updates Provide subject matter expertise in handling escalated customer calls as needed Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input Stay current on internal work processes, policies and procedures Promote the Concentrix values through both behavior and attitude, including being an advocate for team members Desired skills: Relevant Experience in the same domain (COMO) Associate & degree in related field with two to four years of relevant experience preferred Highly motivated individual with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables Ability to mentor, coach and provide direction to a team of employees Willingness to work a flexible schedule Education: Bachelors Degree from a Recognized University

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