Operations Manager II
Core
Manage operations for a client service team, ensuring SLA compliance, revenue generation, and staff performance in a call center environment.
Role type
Senior Operations Manager
Builds
Client service delivery and operational efficiency
Domain
Business Services / Customer Engagement
Required skills
Team leadership, SLA management, Revenue forecasting, Process improvement, Performance coaching, Cross-functional collaboration
Preferred skills
Call center experience, Associate's degree, Flexible scheduling
Responsibilities
Analyze and maintain Client Service Level Agreements; Maximize revenue generation through data collection and forecasting; Select, train, and manage direct reports and associates; Manage and review operational reports; Create and maximize relationships with client partners; Provide leadership to ensure consistent administration of company policies; Conduct regular one-on-ones for performance review and coaching; Resolve employee relation issues; Participate in cross-functional meetings to drive continuous improvement; Implement best practices and evaluate staffing needs; Attend business reviews with the client; Handle a team of team leaders.