Job Title:

Senior Operations Manager

Job Description

The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations. This is a site based role at our Contact Centre in Larbert, Falkirk.

Essential Functions/Core Responsibilities 

Maintain and grow revenue of program(s)Responsible for profitability including revenue, margins, billing, seat utilization and retentionEnsures program has proficient training, staff development, and effective employee relation/recognition programsSelecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirementsProvide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performanceAnalyze and maintain all Client Service Level Agreements; implement improvement plans as neededEnsure that the operations is in compliance with active contractsOversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfactionPartnering with Business Development to leverage and expand new business from client(s)Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental supportCreate a positive work environment through employee engagement; resolve employee relation issues in a professional and timely mannerParticipate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvementMaintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trendsParticipate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activitiesHost Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

Candidate Profile 

Associate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferredDemonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goalsDemonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedbackDemonstrated ability to implement Change; flexibility to quickly adapt to changing business needsWork well under pressure and follow through on items to completion while maintaining professional demeanorExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesProven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrated ability to mentor, coach and provide direction to a team of employeesDemonstrated ability to take initiative and ownership with focus on continuous improvementDemonstrated ability to foster customer service disposition and sense of professionalism for self and teamWillingness to work a flexible schedule

   

Career Framework Role  

Provides leadership to managers, supervisors and/or professional staffIs accountable for the performance and results of multiple related units  Recommends operational objectives and develops departmental plans, including business, production and/or organizational prioritiesControls resources and policy formation in area of responsibilityDecisions are guided by resource availability and functional objectivesDevelops and administers performance requirements; may have budget responsibilities

Location:

GBR Larbert, Falkirk - 1 Central Park Avenue, Central Business Park

Language Requirements:

English (Required)

Time Type:

Full time

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