Operations Manager - Billingual

Job description

Job Title: Operations Manager - Billingual Job Description The Operations Manager is responsible for supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. -Essential Functions/Core Responsibilities:• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.). • Plan and assign work for staff in accordance with the organization’s policies and applicable legal requirements. • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports). • Create and maximize relationships with client partners. • Provide leadership and guidance to direct reports; define and implement any corrective actions needed to meet operational performance. • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching. • Participate 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 improvement. • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements. • Attend business reviews with the client. Candidate Profile:• 1-2 years of strong experience in Operations Management in a BPO/Contact Center environment. • Excellent communication skills, both written and verbal (English B2). Ability to effectively present information to internal and external stakeholders. • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback. • Proven experience analyzing and improving work processes; establishing a course of action for self and others to accomplish a specific goal. • Excellent ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment. • Strong experience mentoring, coaching, and providing direction to a team of employees. • Ability to work well under pressure and follow through on items to completion while maintaining a professional demeanor. • Associate's or Bachelor's Degree in a related field. Location: NIC Rotonda Universitaria Language Requirements: English (Required) Time Type: Full time