Operations Manager

Manage the performance and development of direct reports

• Formulate a daily/weekly and monthly plan of action by using all available statistical or historical data as well as qualitative information

• Conduct regular triad coaching sessions to identify strengths and opportunities of assigned Team Leaders

• Develop management skills of direct reports

• Conduct daily pre or post shift meetings to discuss and/or cascade critical information

• Conduct regular performance evaluation

 Manage results and numbers

• Monitor individual and team results versus targets on a daily, weekly, month-to-date (MTD), year-to-date (YTD) and if possible, project-to-date

• Conduct daily pre or post shift meetings to discuss team stats/reports

• Ensure efficiencies are well-managed and at par with expectations to minimize unfavorable impact on financial goals

• Ensure metrics and client service levels and turn around time are met

• Use trended data to analyze team performance and formulate action plans for improvement  

• Prepare and submit daily, weekly, monthly and annual reports without delay

 Ensure accountability among team members

• Manage and develop the team to meet and exceed program goals

• Provide regular feedback on performance of subordinates

• Document coaching sessions and prepare development action plan to address areas for improvement

• Prepare appropriate documentation to ensure corrective action is taken to address behavioral or performance related issues/opportunities of team members

Provide leadership and motivation to direct reports

• Set clear directions for the team through clear communication of goals and objectives, tasks, assignments, etc

• Propose and/or implement simple incentive programs to help boost team performance

• Give recognition to the team members’ group and individual achievements and prepare the appropriate documentation/commendation

• Has a clear understanding and able to firmly and fairly implement company policies, code of ethics and code of conduct

• Set a good example by strictly adhering to the company’s policies, procedures and guidelines

 Develop harmonious working relationship and teamwork

• Establish open lines of communication within the team

• Conduct regular skip level meeting or focus group discussions (FGD) with agents

• Promote positive mental attitude

• Thrive as a leader in a fast-paced, high-energy, change-oriented environment

• Keep employee attrition and absenteeism within controllable limits

Stakeholder Management

• Prepare and conduct business reviews with clients

• Handle commercial discussions

• Create Change Requests or Contract Variation documents when needed

• Handle client escalations and provide strategic and mitigation plans to address it

Other

• Complete tasks delegated/assigned by the Senior Operations Manager or above

• Perform other reasonable duties as required