Senior Manager for Operations

Job purpose

• Responsible for the successful operation of a customer contact management site.
• Manages both human and material resources.
• Supports Probe and clients in achieving service, quality and contribution goals.
• Demonstrates sound fiscal management in achieving profitability goals.
• Responsible for operating systems, policies and procedures within the site (including development,
• implementation and continual improvement of processes) to best achieve overall business goals.
• Responsible for leading process improvement efforts within the facility.
• Provides leadership and management to associates. Strives to achieve overall associate satisfaction.
• Provides development opportunities for the site management team.
• Ensures that appropriate training and development is offered to supervisors.
• Working with peers, serves as an effective business partner to multi-site clients.
• Supports the broader business line and corporate units to achieve goals.
• Represents Probe as a leading business presence through local community involvement.

Duties and responsibilities
▪ Profitable Business Growth across all clients within the site, including:
o Forecasting/Resource planning and prioritization.
o Achieves site revenue and profit goals.
o Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals.
o Escalates site resource constraints to appropriate level(s) of management.
▪ Associate satisfaction:
o Obtains and retains the best talent.
o Works with Human Resources to address associate and labor issues, as necessary.
o Ensures that appropriate resources are available for associate
mentoring/development and management development.
▪ Client Relationships:
o Nurtures client relationships.
o nsures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost of service delivery.
▪ Community Activities:
o Creates, projects and supports a positive image of Probe within the community.

Qualifications and Key Competencies:

● At least 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience; managing a fintech campaign is preferred
● Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)
○ Demonstrated strong fiscal management skills in a P&L environment.
○ Excellent leadership and interpersonal skills.
○ Excellent verbal and written communication skills.
○ Demonstrated strong facilitation and presentation skills.
○ Demonstrated strong project management and planning skills in order to
successfully manage multiple simultaneous projects.
○ Solid computer skills, including use of products in the Microsoft Office suite.
● Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)
○ Demonstrated strong ability to analyze processes, enact change and think
operationally and strategically to achieve business goals.
○ Demonstrated ability to manage large groups of people (100+) in a site environment
and to work effectively as a business partner within a larger client framework.
○ Demonstrated ability to successfully manage excellent customer/client relationships.

● Regular business travel required – Up to 25%. Travel may include client visits, company business meetings or other events, as needed. Travel time will vary. Travel will be completed through the most cost-effective and efficient methods.