Operations Manager

The position is responsible for managing day to day operations and execution of programs. Supervises a group of Team Leaders. Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs.

Job Summary

The position is responsible for managing day to day operations and execution of programs.  Supervises a group of Team Leaders.  Responsible for operations performance, client satisfaction and program metrics. Based on program size, may oversee a single LOB or multiple programs.

 Role and Responsibilities                    

• Manage call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met. Description of the metrics may change as per client directives and are available on Operations Performance Expectations.
• Analyze reports rooting from several sources (whether client-based or internally-generated reports); highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement.
• Set operational goals and business objectives. When needed, translates these goals into actionable items from Group/Shift Managers down to Team Manager (line supervisor) level. This includes setting or recommending topics for pre- and/or post-shift meetings / huddles with respective groups discussing goals, trends, action plans, among other announcements; including checks & balances (i.e. check for understanding).
• Assist the Associate Director in developing long term sales and quality strategies including ongoing needs, assessment, and feedback from Operations and Quality Monitoring processes.
• Monitor calls and provides feedback to Associate Director; Group Managers and Team Managers using program’s approved processes (i.e. Tri-Level Coaching process, etc.) and forms (i.e. Call Observation / Looping Form)
• Maintain a strict form of discipline at all times, in terms of processes and policies. At times, may implement corrective actions to address performance gaps and analyze trend data to coach group Managers and Team Managers to attain goals and objectives. Specific follow-through activities are also required. This includes A-Bay Programs, Performance Improvement Plans, etc.
• Communicate program activities and plans to the entire operations team. Plans include: Leadership Specific Changes (i.e. partner changes, Sales Briefs or Leadership News Briefs, etc..); Business Strategy Changes (i.e. Closing Tactics, Gift Cards provided to customers, etc.); Internal-VXI Development (i.e. HR Policies / Memos), etc. The CRM must also have a clear understanding of the business as well and the events related to the company.
• Conduct interactions and regular communication with the client; in partnership with the Client Services and Operations Director. Interactions include (not limited to): client call calibration, performance rankings and reviews, daily summaries, among others. Meeting deadlines for client requirements is a must.
• Help the Associate Director in conducting performance reviews as well, finds root cause and recommends action plans to solve performance gaps at any level. Performance Items include key metrics: Close Rate, Advance Product Take Rate, Package Penetration, AHT, Quality, among others. Performance reviews can take place in the form of formal scorecard reviews or one-on-one sessions, as needed.
• Keep a close watch on WFM in terms of line requirements, schedule adherence, meeting staffing lines, recruiting overtime as the business requires; etc. and executes necessary decisions.
• Ensure that all parties/departments are executing the expectations set by the Business Leader / Director in terms of other Operational Performance Management functions specific to DTV. This includes: Outlier Management – i.e. Daily / Weekly / Monthly outliers, which agents / TMs are at the bottom tier? How many? What %? Delivery of such results / items / reports to the Business Leader is necessary.
• Formulate and propose strategies, and taps the necessary teams, to motivate teams and agents alike. This can include incentive programs, hours of operations changes, etc.
• Create or recommend schedules to the SME and BUSA Team for better operations coverage at all sites. This may also include operations teams’ change of schedules to maximize business opportunities; in partnership with the Workforce Management Team adhering to client line requirements; and includes development activities like Coaching/Monitoring, Performance Trend reviews, etc.
• Work with the Quality Manager and/or team internally in VXI and with the client side to make sure VXI Operations conform to all guidelines and quality standards set.
• Manage internal-to-VXI Support Department functions as well, who work in partnership with the Ops Team. These groups include: Quality, Workforce, Recruitment, Human Resources, Audit, Compliance, Process Improvement, Accounting, among others. The OM also takes ownership of action items from these Support Departments that require Operations Participation.
• Forecast and evaluate sales trends to identify and address project needs. The OM maintains a site workbook that gives him reports/data to base his sales counts and projections that will make the site achieve other goals and objectives. These reports include (not limited to): SQL Intraday Reports, Funnel Report, Media Arrival Pattern Report, Road to 30% Workbook, Outlier Workbook, etc.
• Take ownership on final hiring decisions for consultant, team manager, group/shift manager, and other Operational Support functions when necessary. This includes conducting Final Operations Validation interviews to Client Interview phase, and managing his direct reports to conduct In-Depth interviews as well.
• Perform other duties that may be assigned by the Business Leader / Management team and/or VXI Executive Team from time to time

Qualifications and Education Requirements

• Bachelor’s degree (B.A.) from a college or university
• One to two years related experience and/or training or equivalent combination of education and experience

ADDITIONAL COMPANY REQUIREMENTS (IF SUCCESSFUL):

On condition of employment you will be required to: 

* Submit to a drug test 

* Process a police record certificate 

On condition of employment you will be required to present the following; 

* Updated resume 

* 2 passport size photos 

* Educational qualifications 

* Birth Certificate and Marriage Certificate(if applicable) 

* Any Valid Government issued photo identification (Passport, Driver’s Licence, or National ID 

* TRN & NIS cards 

* P45 (if applicable) 

* Active Bank Account from any major financial institution. CIBC account is preferred.