Operations Manager

Operations Manager

Category Operations

Position Type Full Time

Remote Yes

This is a position that will provide the necessary leadership, development, mentorship and direction to ensure CTM is providing the highest level of customer service to our clients. This individual will interact with both internal and external team members with a common goal of achieving and maintaining an operation which delivers high quality and efficient service on a consistent basis. Largely responsible for the Customer Experience, this individual will manage multiple facets of quality and established metrics.

To succeed at being an Operations Manager at CTM, is to understand and utilize the resources and expertise within your team to help support the team's and client's overall outcomes and expectations. Ensuring that service standards are maintained is critical.

As we continue to grow, an increasing number of new employees are welcomed into CTM. Operations Managers are constantly presented with diverse skill sets and backgrounds and must be able to bring their team together to work cohesively. You will need to initially implement a carefully structured framework to the team, which will enable them to rely heavily on each other for 'technical support'.

This will allow time for you to forward plan, assist the account management and sales team, and most importantly develop and coach your team.

This is a after hours position and will include nights/overnight/weekends and holidays

Must maintain up-to-date working knowledge of the team skill set, along with any client specific processes and polices

• Communicate quality and service commitments to agents in a manner which ensures understanding at all levels (training, email and coaching)
• Respond to customer requests, and any issues raised by customers regarding service and/or team members.
• Review operational key performance indicators to ensure issues are communicated to the appropriate team members and addressed accordingly.
• Work with management teams to gauge both agent and office quality and training needs.
• Maintain positive working relationships with team members within CTM.
• Assist in the planning and implementation of new service products, programs, and initiatives.
• Participate in the problem-solving process; assist in root cause analysis.
• Responsible for creating and maintaining a team-oriented environment.
• Responsible for maintaining a positive rapport with all team members and clients.
• Responsible for coaching, mentoring and motivating others to ensure goals and standards are met successfully while maintaining a positive morale.
• Understand trends and identify service enhancement opportunities; partner with necessary areas to implement resolution.
• Represent CTM in a polished and professional manner; maintain composure in times of stress.
• Ensure the highest levels of service and professionalism are maintained.
• Manage the communication of operational policies and procedures to their team, and ensure continued adherence.
• Working closely with Operation Manager for monitoring scheduling, preparing and conducting employee performance reviews and handling employee

• This position will have direct reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking…