
Operations Lead Position
3 days ago
We are seeking a highly skilled Operations Manager to lead our team. This role is responsible for the day-to-day supervision of a group of call center associates.
- Responsible for ensuring performance metrics are achieved by providing adequate coaching, motivation and accountability.
- Monitor work and attendance in accordance with organizational policy and applicable legal requirements.
- Provide effective coaching to direct reports, ensuring consistent high-performance delivery.
- Identify performance related issues, develop an action plan for improvement and implement corrective actions.
- Evaluate service delivery to customers and ensure it meets contractual Key Performance Indicator (KPIs) and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Lead the handling of escalated customer calls as needed.
- Conduct Team Meetings to facilitate expedient communication of relevant information and serve as an open forum for input.
- Stay current on internal processes, policies and procedures.
Requirements:
- Associate degree in a related field with two to four years of relevant experience - preferred
- A motivated individual with skills to develop and coach team members to achieve performance expectations.
- Ability to work well under pressure and follow through on items to completion.
- Strong oral and written communication skills.
- Leadership and coaching abilities, along with multitasking, prioritization and meeting deadlines.
- Willingness to work in a flexible schedule.
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