Sr. Manager at Kronos Human Capital Management in Lowell, Massachusetts

Job Description:

Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
To proactively maintain regular engagement with key client contacts in line with client expectations.
Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
Successfully delivering and managing peak trading period in the retail industry
Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
The continuous identification implementation of operational best practice through interaction with the wider team
Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
Selecting, effectively managing and coaching Operations Managers
Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role