Operations Manager

Requisition Title

Operations Manager (04997)

The Program Manager is a leader, who is employee-focused and sets the standards and direction for their respective Customer Contact departments. The Program Manager acts as a mentor by fostering a progressive learning environment, takes initiative to improve processes enabling the program to meet its goals. This key player will ensure all Key Performance Indicators are met, sustained and exceeded. Vision/Objectives/Tools/Coaching is demonstrated daily.

• Customer Relationship Center Operations
• Integrate leadership strategies with Direct Reports (Team Leaders) to ensure Key Performance Indicators are met and exceeded, including customer satisfaction.
• Deliver quality and service level objectives. Demonstrate understanding of program goals and objectives.
• Responsible for the operational success of the team.
• Perform weekly team checks on key performance indicators. Address as necessary.
• Lead day to day operations. Develop and implement contingency plans to ensure that all program service level metrics are met.
• Drive calibration sessions, Team Leader and Market meetings.
• Drive concern resolution in the team’s customer handling process.
• Drive a culture of customer care by being present, supportive and serving as a role model for excellent customer handling.
• Responsible for ongoing implementation and maintenance of the concern resolution process to achieve and sustain customer satisfaction targets.
• Identify opportunities for customer handling process improvements. Communicate and get buy in from management and implement changes.
• Partner with Ford to ensure that projects are implemented successfully, efficiently and cost – effectively.
• People/Product/Processes are linked into all decision making/understanding of the business.
• Analysis, monitoring and reporting of special projects.
• Support escalated caller situations (including handling of escalated calls) by understanding and applying concern resolution strategies to drive customer satisfaction. Ensure teams promised follow ups are kept.
• Participates in the development of policy, process, procedure, organizational structure, change management, and communications in order to meet Client expectations.
• Negotiates workable timelines with the Client and internal departmental personnel.
• Reviews operational reports daily, analyzing and identifying trends for Percepta management.
• Responds to Client concerns and issues immediately.
• Work with internal teams, and clients to provide input to, proposals, business requirements, and Statements of Work.
• Assist clients and sales leaders (Directors of Business Development, Account Management, and Strategic Account Directors) with definition, design, and development of programs.
• Actively communicate program requirements and status to clients and internal team members.
• Work with internal departments and clients to ensure tasks are completed on time and within identified budget and quality measures.
• Consistently track and manage program timelines while coordinating the resolution of program changes, issues, and risks.

• Lead by example to create a positive work environment that drives team performance.
• Promote Team Leader development through delivery of frequent and timely coaching sessions, weekly one on one meetings and attendance during Team Leader PEP sessions.
• Provide direct leadership to the Team Leader through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
• Administer disciplinary actions if necessary.
• Recognize and reward excellent team performance.
• Build morale within the team to support Team Leader and CSR retention.
• Resolve conflicts with sensitivity, tact, and fairness.
• Plan and implement strategic learning objectives for self development.
• Complete annual performance evaluations on Team Leaders and other direct reports.
• Performs other duties as required.

Undergraduate degree or equivalent work related experience

• Minimum 5 years experience in a customer service environment, preferably call center operations.
• Project…