Operations Manager at Majorel USA Inc in Johnson City, Tennessee

Job Description:

Company Summary:

Majorel supports clients all over the world to successfully
shape their customer relationships. More than 48,000 employees in 28 countries
design and implement customized solutions for this purpose. We create amazing
customer experiences that people value and we are proud of. By combining
talent, data, and technology, we deliver real impact for our partners. Today’s
rapidly changing world is sometimes challenging for service delivery; But with
our spirit of true entrepreneurship, adaptability and our drive to go further,
we view it as an opportunity to innovate by getting the best from people and
technology. We constantly strive for the best. We know that doing so is
pursuing a moving target. It takes full commitment to go the extra mile. Mutual
respect and trust is the hallmark of every successful business, and it’s the
same at Majorel. We know that challenges are met and ambitions achieved through
teamwork: not only amongst our colleagues, but in partnership with our clients
too.

Position Summary:

The Operations Manager oversees the daily performance of
call center supervisors and their respective teams. This includes the analysis
and review of the day-to-day operations, budget management, team development,
and client satisfaction

Overall Responsibilities:

• Lead, manage
  and develop supervisors through interactions and motivation




• Foster a
  culture of team spirit and hospitality


• Highly
  visible and accessible to team via floor presence


• Perform
  supervisor duties as required


• Take care of
  administrative supervisor related functions


• Effectively
  manage attendance/absenteeism


• Attrition
  risk management (alert, communicate and mitigate any potential risk)


• Manage and
  deliver operational results in accordance with service delivery scorecard


• Recognize and
  advance Talent


• Drive the
  selection process for team members


• Own the
  end-to-end employee lifecycle for those assigned 


• Drive process
  improvement by recognizing, communicating and acting on opportunities


• Embody and
  reinforce an Majorel-values-based culture


• Effectively
  and efficiently manage resources to optimize operational results


• Make decisions
  based on full awareness on direct operational cost and revenue
  implications


• Align and
  collaborate with other functional areas


• Ensure
  stakeholder communication and/or management

• Evaluate
  daily key performance indicators and develop improvement needs.


• Coordinates
  with leadership to interface with client and handle account management
  issues.


• Manages
  staff schedules in partnership with Workforce Management to ensure
  call-handling effectiveness to achieve client and company productivity
  goals.


• Continually
  evaluate Automatic Call Distributor and other reports for labor
  efficiency, service level commitments, and cost per call objectives.


• Conduct
  performance appraisals for direct reports.


• Establishes
  performance objectives for supervisors and direct reports.


• Conducts
  open forums and team meetings to communicate productivity and performance
  goals and to motivate employees.


• Interacts
  and consults with HR and Training on matters of recruiting, hiring and
  training, performance and employee relations issues.


• Demonstrate
  sound judgment and fairness when administering policies and procedures.


• Work
  with Quality Assurance and clients to meet quality standards.


• Achieve
  established production hours and revenue goals and minimize lost revenue
  opportunities by managing absenteeism, attrition, and production
  stoppages.

Job
Requirements:

• Experience
  with forecasting/scheduling and related software packages.


• Proven
  ability to manage people, processes, and technology. 


• Strategic
  thinker and tactical implementer.


• Experience
  in developing a team in a contact center site, while meeting all
  operational and financial objectives. 


• Should
  possess senior management leadership abilities and skill, such as the
  ability to build teams and manage operational, organizational and
  financial elements. Demonstrated experience coaching and developing
  individuals.


• Ability
  to influence and motivate others.


• Superior
  written and verbal communication skills.


• Excellent
  leadership and developmental skills


• Demonstrated
  success managing new initiatives while meeting operating and budgetary
  requirements.


• Must
  have strong technical, project management, implementation and process
  improvement skills.


• General
  business acumen, including reporting and analysis, presentation skills,
  and organizational abilities.

Education/Experience:

• 5-7
  years call center experience


• Minimum
  3-5 years managing operations in a call center environment


• Bachelor’s
  degree in Business, Finance, Management or a related field or equivalent
  work experience.


• Experience
  in a leadership role in a large contact center setting with extensive
  client and senior management interface

Physical
Demands & Work Environment: 

While performing the duties of this job the employee requires
mobility, the ability to distinguish letters, numbers and symbols as well as
hand/eye coordination. The employee regularly sits for long periods of time.
The employee is occasionally required to stand, walk, and reach with hands and
arms. The employee regularly uses office equipment such as multi-line telephone
systems, fax machine, copy machine, calculator. Employee will regularly use a
computer for extended periods of time. The employee must occasionally lift
and/or move up to 10 pounds.

The physical demands described here are representative of
those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted
at any time by the Company; any other job duties may be assigned as needed.