Operations Manager

Coaches and develops team of team members and sales/team leaders to achieve their individual performance goals as well as team goals and is the primary driver in achieving campaign performance expectations

Operations Manager

ROLE OVERVIEW: Coaches and develops team of team members and sales/team leaders to achieve their individual performance goals as well as team goals and is the primary driver in achieving campaign performance expectations working with the account leader in managing the sales/service activities of an assigned program or campaign with three or more sales/team leaders by performing the following duties.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KEY RESPONSIBILITIES include the following. Other duties may be assigned.

• Sets expectations and leads team to achieve performance goals as established by leadership.
• Coaches and develops sales/team leaders and team members to achieve performance objectives.
• Administers Performance Management Process as needed to develop agent performance and behavior.
• Supervises the daily activity of sales/team leaders and team by monitoring, coaching and developing each sales/team leader and team member to ensure call quality, sales techniques and compliancy guidelines.
• Issues written and oral counseling for breach of conduct as outlined in the employee handbook.
• Responsible for periodic evaluations on all team members.
• Exhibits teamwork by building strong relationships with peers, superiors, and team members
• Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting.
• Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.
• Assist in the development of sales/team leaders and assistant sales/team leaders.
• Facilitate call monitoring sessions and other customer interactions as assigned.
• Responsible for supervising 1 or more sales or team leaders
• Leading by example at all times and adhering to company policies.
• May have minimal interaction with the client as needed depending on program

OPERATIONAL RESPONSIBILITIES:

• Oversee the operational performance of 100+ agents across multiple campaigns, including the direct supervision of Sales/Team Leaders and their respective teams.
• Lead all supervisory activities in strict accordance with organizational policies, applicable laws, and FinTech-specific regulatory standards.
• Act as the primary liaison between campaign sales coaches, account leaders, and external clients to ensure seamless communication and goal alignment.
• Drive recruitment, interviewing, and hiring processes to maintain optimal staffing levels for a large-scale workforce..
• Implement robust monitoring, coaching, and development programs for Team Leaders and agents to consistently exceed CSAT (Customer Satisfaction) and quality targets.
• Conduct performance appraisals, manage rewards and recognition programs, and execute disciplinary actions or problem-solving initiatives to maintain a high-performance culture
• Effectively manage and optimize performance across Omni-channel platforms, including Email, Chat, and Voice programs, ensuring a cohesive customer experience.
• Confidently present operational data, campaign metrics, and strategic updates to groups of managers, FinTech clients, and the general public.
• Establish and maintain high-impact relationships with peers across departments to drive process improvements and organizational growth. 

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Required Qualifications & Experience

• High School Diploma or GED.
• Bachelor’s degree from a four-year college or university; or one to two years of equivalent professional experience/training.
• Must possess a valid driver’s license or other government-issued photo ID.
• At least one (1) year of experience managing a headcount of 100+ agents in a high-volume environment.
• Mandatory experience within the FinTech industry.
• Proven expertise in Omni-Channel operations (simultaneous management of Email, Chat, and Voice programs).
• Direct experience managing and driving Customer Satisfaction Score (CSAT) programs.
• Demonstrated experience in training and onboarding agents specifically for email, chat, and voice workflows within a contact center setting.

LANGUAGE SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. 

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

What We Offer: 

• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service 
• Leadership Program
• Paid Training
• Career Advancement Program
• Bonuses and incentives based on campaign
• Monthly Rewards and Recognition and Birthday Club
• Opportunity to participate in Monthly Give Back Initiatives for the Community
• Tuition Reimbursement

We thank all applicants, however only shorlisted candidates will be contacted.