Operations Manager (Italian & English)
Core
Coaching and supervising a group of Team Leaders to ensure Client Service Level Agreement and financial expectations are achieved.
Role type
Senior Operations Manager
Builds
Operational performance and client service delivery
Domain
Business Process Outsourcing (BPO) / Customer Support
Deliverable
dashboards & analysis
Required skills
Coaching and team development, Financial forecasting and budgeting, Client relationship management, Operational reporting and metrics analysis, Process improvement, Staff scheduling and resource allocation
Preferred skills
Call center experience, Associate's Degree in a related field, Progressive management experience (2+ years)
Technologies
None explicitly stated
Responsibilities
Analyze and maintain Client Service Level Agreements, Maximize revenue generation through data collection and forecasting, Select, train, and manage direct reports, Manage operational reports (Attendance, PFP, Client scorecard), Create and maximize relationships with client partners, Conduct regular one-on-ones with direct reports, Resolve employee relation issues, Participate in cross-functional meetings, Implement best practices and drive continuous improvement, Attend business reviews with the client
Seniority
Senior, hands-on IC with management oversight