Focused Operations Manager bringing 4 years of experience in day-to-day business operations management. Adept at liaising with key clients, accounts and external business stakeholders to build rapport and drive retention. Ready to apply demonstrated ability to streamline processes to increase efficiency and reduce costs. Focused on promoting safety and productivity across multiple business lines. Advanced knowledge of applying trend analysis to create value for customers and profitability for company.
Work with supervisors/Coaches & Team Leaders to insure:
• Agent Training
• Call Group Is staffed to insure client performance guarantees are met
• Evaluate GM, BOM, Metrics, Forecast
• Make scheduling adjustment when necessary
• QA guidelines and procedures are implemented
Perform Supervisor matrix reviews
continually evaluate call group for process improvements initiatives
Responsible for the following:
• All invoicing
• Client billing including validation of information
• Working with the development team to develop client reporting and/ or enhancing client reporting
Work with reporting manager and scheduling team to insure the following:
• Call groups are set up correctly
• Service levels are being meet
Work with agents/supervisors towards compliance of all policies and procedures
Promote good moral
Manage set up for new projects within the group
Manage account processes and procedures, including development, communication and distribution
Prepare action plans for areas of opportunities for metrics, quality, GM results, morale
Develop and maintain employee incentives plans when account applicable
Prepare and present (in PowerPoint slides) account data to Qualfon Executives and Sr. Managements
Work with trainers, QA Coordinators, Coaches, Service Level Analysts, Team leaders and agents to promote call group unity and team work.
Work with supervisors/Coaches and Team Leaders to monitor agent's performance
Develop Direct reports to insure high knowledge and competency
Motivate teams to drive business results.
Insure direct reports follow proper processes including but not limited to:
1. Quality Assurance Monitors
2. Compensation practices
3. Schedule adherence
4. Human Resources Database Management- (Transfers, Job Titles, Supervisors changes, pay changes)
With client in accordance with relationship manager to insure of client expectation and performance criteria are met.
With other department within Qualfon (For example Logistics, Quality, IT, HR) to insure the call group is adequately equipped and informed
Adherence to company guidelines and procedures
All other tasks assigned
Learns how to develop employees to a high level of competency and prepares them for career advancement opportunities.
Facilitates team meetings to ensure effective communications and that all team members have the most current information available.
Receives, evaluates, researches and resolves customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction.
Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries.
Properly analyzes and communicates department results, i.e. sales, productivity, QA and attendance.
Directly supervises non-supervisory employees; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Qualfon's CEO Shinning Star Award
Six Sigma Green Belt
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