Job details
Job type full-time
Full job description
Operations manager
Job description
Position overview
The operations manager (om) is responsible for the overall day to day operations, real-time floor management, and leadership developmentThe om’s primary objective is to ensure colleague engagement and satisfaction along with the consideration of the client`s needs, fcr’s core values, and the profitability of the companyThe om will work with the program manager iii to outline the distribution of duties that align with the program needs and managers skillsetThis role executes on all business imperatives in alignment with fcr’s mission, vision, values.
The operations manager reports to the program director or the program manager iii dependent on the program structure.
Essential functions and duties
Maintains constant communication of floor needs, wants, concerns, and plans to program manager and all other stakeholders as directed.
Work with the program manager to assure client needs and company needs are in balance.
Partners with the program manager to implement and execute actions for continuous improvement around kpi performance.
Attend weekly internal meetings to discuss current trends, quality, upcoming events, project planning, and current project status.
Administer direction to the program leaders to ensure deliverables are being met.
Work closely with program leaders to ensure development is taking place with colleagues through coaching and accountability.
Responsible for rta for the program, this includes rta meetings, real-time floor management, and day-to-day operations.
Define and communicate processes and priorities pertaining to sla and queue management.
Proactively communicate new ideas and wins to the program manager and to all levels within the organization.
Consistently track project kpis and identifies key drivers affecting the project and implement action items based on key drivers.
Report findings and action items to the program manager.
Track both internal and external quality scores and identify quality trends, making suggestions for action items to the program manager.
May be responsible for managing a team of leads/supervisors.
Hold weekly one-on-one meetings to discuss leadership team performance and career goals.
Administer training and mentoring to ensure success in the supervisor role and development toward the next level of management.
Provide coaching and feedback on performance as needed.
Approve performance reviews, correctives, and colleague improvement plans.
Evaluate all employee documentation to ensure consistency.
Responsible for hiring and terminations.
Direct and manage new hire training
Ensure that all colleagues understand and comply with all program objectives, performance standards, and policies.
Manages approval of timecards and pto requests.
Assists with shift bids as needed.
Support workforce management needs for the program in alignment with the program manager’s direction.
Creates and maintains reports on team performance.
Monitor attendance and schedule needs each day.
Engagement with other departments to help meet direct reports needs as directed by the program manager.
Communicates important client milestones, process changes, and needs to the team to ensure timely compliance.
Identify operational issues, provide recommendations for improvements, and collaborates with program manager to strategize the implementation of approved changes.
Collaborate with team supervisors and leadership to support colleagues and improve customer service metrics.
Attend team meetings to discuss current trends, quality, upcoming events, project planning, and current project statuses as directed.
Maintains an empathetic, positive, and professional demeanor and attitude toward customers, clients, and colleagues always.
Can provide clear and detailed information on any escalations or program concern to different management levels.
Accurately process and record any necessary transactions in client tool and/or fcr tools to ensure data integrity.
Can design processes and provide improvements to current ones as needed.
Frequent use of technology: including computers, headsets, and a variety of software.
Special projects and other duties and assigned.
Qualifications
Proactive communication.
Strong attention to detail and sense of urgency
Strong communication and interpersonal skills
Stress resilient and able to work in a fast-paced, changing environment
Ability to multi-task.
Ability to follow directions without close supervision.
Provide effective feedback to all types of individuals.
Strong attendance habits.
Critical thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions
Competent in using a variety of software and systems including microsoft office, google suite, and others
Additional qualifications
Associates degree or equivalent experience preferred.
2-3 years of customer service experience or ability to demonstrate aptitude required team management experience required or ability to demonstrate aptitude.
Occasional overnight travel may be required.
Intermediate computer uses and navigation skills.
This is a supervisory role that can have up to 80 indirect and direct reports.
Physical demands and working conditions
The physical demands described here are representative of those that must be met by an
Employee to successfully perform the essential functions of the jobReasonable accommodations may be made to enable individuals to perform the essential functions.
Physical demands: sitting up to 100% of the time
Working conditions: indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment
Fcr hiring minimum requirements
High school graduate or equivalent
Employment contingent upon approved background check
At home requirements
Colleagues hired for work from home positions are responsible for providing and maintaining a functioning workspace as part of the terms of employment with fcr.
Physical setup
Quiet work environment, free of background noise
Desk and chair or sit /stand desk meeting the individual’s ergonomic requirements including any special accommodations required
This position requires that you work from the address listed on your employee profile.
Technology
A high-speed, internet connection is required and must be available at all times.
Phone (smartphone, landline, cell phone) to communicate with your supervisor or it help desk when your computer is not available.
Disclaimer: this is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.
