Operations Manager
4 days ago
Responsibilities:
Manage the overall operations of assigned Managed Solutions campaigns, ensuring adherence to SLAs and service delivery through effective workforce planning.
Translate business unit goals into actionable plans and strategies to drive overall performance on a daily basis.
Track key performance metrics such as client retention, Net Promoter Score (NPS), Customer Satisfaction (CSAT) score, role cancellations, and Senior Quality Assurance (SQA) variance.
Assume accountability for handling operational and client-related challenges, providing valuable recommendations and solutions.
Contribute towards achieving projected annual revenue and maintaining forecasted gross margin percentage on a month-to-month basis.
Lead negotiations and amendments of contracts throughout their lifecycle, providing actionable feedback to enhance internal and external processes.
Prepare and analyze analytical dashboards and ad hoc reports within specified timeframes.
Monitor effective implementation of projects and recommendations to improve operations and increase profitability.
Maintain operations and processes according to required standards, ensuring consistency.
Administer operating data and transactions for various billings, facilitating efficient renewals.
Act as the first escalation point to address day-to-day issues and escalations impacting operations and client relations.
Develop and implement employee engagement, rewards, and recognition activities to drive performance and mitigate attrition.
Collaborate with support functions, departments, vendors, and partners to develop tactical and operational initiatives.
Conduct performance management, including coaching and personal development of teams.
Ensure excellent customer service delivery, handle escalated concerns, and manage client complaints/discrepancies.
Maintain CRM systems up to date and adhere to relevant legislation by developing and updating policies and procedures.
Perform ad-hoc tasks as required to support operational efficiency and guest services quality.
This role requires a proactive and strategic approach to manage operations effectively, drive performance, and ensure client satisfaction within Managed Solutions campaigns.RequirementsMinimum of 3+ years of relevant experience.
Strong multitasking abilities.
Quick learner with the ability to adapt to updates and changes.
Excellent communication and problem-solving skills.
Benefits WHAT WE OFFER:✔ Great Place to Work-Certified Company✔ Premium HMO✔ Holistic employee experience✔ Rewards and incentives✔ Monthly engagement activities✔ Career advancement opportunities✔ Paid referral programRequirementsMinimum of 3+ years of relevant experience. Strong multitasking abilities. Quick learner with the ability to adapt to updates and changes. Excellent communication and problem-solving skills.
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