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Operations Manager at Majorel USA Inc in Johnson City, Tennessee

Posted in Management 30+ days ago.

Type: Full-Time





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.