Operations Manager

DUTIES & RESPONSIBILITIES:

Operations Management Function:

• Monitors daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports

• Works with Shift Managers to administer program and implement both client and in-house policy

• Ensures that operations are being managed accordingly on a day-to-day basis

• Attends client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics

• Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary

• Attends weekly operations review and present action plans to issues that need to be addressed

• Collates and responds to operational issues as reported by Shift Managers – as needed

• Escalates operational issues beyond level of authority to the Department Head – as needed

• Informs the Department Head when the system needed (system error/downtime) to handle calls are not working effectively – as needed

• Submits weekly and monthly ops review report to the Department Head

Quality Management/Standards Compliance Function:

• Minimizes or manages at acceptable level the customers’ complaints

• Works with the Department Head to further develop program and implement policy – as needed

• Works with the Shift Managers and all Support Managers in coordination with other groups in coming up with programs that will help further develop the associates

• Recommends new or modifications to existing procedures to ensure Continuous Process Improvement (CPI)

• Evaluates management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction

• Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is following Privacy Rules Standard

Staff Development Function:

• Ensures that the Contact Center meets productivity standards – daily

• Provides daily leadership and motivation to a team of at least 2 Shift Managers

• Conducts monthly one-on-one coaching to Shift Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades

• Devises strategic communication plan to ensure all changes are relayed on time and accurately

• Creates incentives for all staff in conjunction with meeting performance measurements

• Conducts weekly meeting with Shift Managers and discusses team and program performance, issues and share best practices

• Designs development plans for Shift Managers; Prepares for succession plan in case the position got vacated in the future

• Initiates and supports all employee satisfaction and workplace programs

• Consults personnel / program issues to the Department Head in terms of further decision-making

• Coordinates with client or security coordinator for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition

• Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement

Others:

• Performs tasks assigned by the Department Head

• Prepares composite reports from the individual reports of subordinates

• Communicates as needed with other departments within the Contact Center about operational and personnel issues

• Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

Communication Skill (Spoken) Communication Skill (Written) Customer Service Orientation Computer Literacy Job Knowledge Sense of Urgency Passion for Excellence Working in Teams/ Interpersonal Skills Work Organization Thriving in Change Problem Solving Facilitation Skills Coaching Performance Management Discipline Management Conflict Management Fiscal Management Business Acumen Planning, Organizing, Controlling

With Expert Competency Level in ff.:

People Management/ Team Orientation Drive for Results/ Execution Expertise/ Analytical Skills Product Knowledge Presentation & Management Skills Process Improvement Change Management

OTHER REQUIREMENTS:

Reports to: 

Senior Operations Manager, Director or Senior Director

Education and/or Experience:

Completed a 3 or 4-year university degree, alternatively completed a 2-year university or a technical degree with 3+ years of Inbound Customer Service Call Experience.

Must have a minimum of twenty-four (24) months experience in either (i) a similar position in the Call center industry, or (ii) a Team Lead position within one of BSC’s Call Programs described in separate Services Schedules or Provider Call Programs; for both (i) and (ii), any such Operational Manager shall have successfully passed company’s internal program for such position

Certificates, Licenses, Registrations:

Must be certified at the coach level of language fluency under the company’s language program

Work environment:

The work environment is professional office workplace. Business casual attire.

Physical demands:

Requires evening or graveyard work

May require overtime, weekend, or holiday work depending on business needs.

Work demands:   

• Reports to office but may require work at home set-up

• The work environment consists of designated work area at home
• Home internet service provider with minimum of 10-15 mbps upload/download speed
• Smart mobile phone compatible with UEM Client usage

Reasoning Ability:

Must be able to problem solve, and determine problems, also to recommend solutions. To seek out better methods of training classes to operate. Strong People Management, customer orientation and Analytical skills.

• Able to establish, implement and continuously improve the quality information security policies assigned to him/her
• Able to establish structure and procedures to protect classified information
• Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality
• Actively participates during training, orientation and awareness programs pertaining to QISMS