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Operations Manager - US Experience
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Job Description:
About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Primary Job Responsibilities
Operations Management
- Establish and maintain business standards for accuracy, productivity, and reliability.
- Manage the daily functions of the business.
- Prepare annual performance review and reevaluate processes.
- Meet contract service key performance measures.
- Ensure regulatory, compliance, and legal rules are followed.
- Manage budget to align with goals of business.
- Manage the relationship with WFM for optimum utilization of resources.
- Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions.
People Management
- A role model for the team.
- Set key performance indicators for the team.
- Monitor performance and implement performance management tools to ensure continuous feedback (one-ones, performance dialogue).
- Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role.
- Set and supervise development plans for teams & individuals.
- Improve team productivity period over period.
- Set team & individual targets.
- Manage team attrition to acceptable levels.
- Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources.
- Maintain team technical proficiency and productivity, and provide technical training where required.
- Set SMART goals and targets for the planning teams and ensure their alignment and integrity with strategic directions of the departments.
- Identify required resources and skill sets/competencies required to carry out successfully unit plans.
- Balance and monitor the workload distribution to match the business needs and team capabilities.
- Promote cross-training and knowledge share between the team members and prepare professional development action plan for team members.
- Provide formal and informal performance feedback on an ongoing basis.
- Customer Management & Support.
- Maintain and enhance the company’s standards of customer service.
- Use all available measures to push continuous improvement to high customer satisfaction level.
- Map operations processes to customer satisfaction indicators.
- Ensure operations are compliant with regulatory requirements, check periodically for updates.
Requirements:
- English Proficiency of C1, with a second language being a plus.
- Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint, MS Project).
- 5 years of experience in the call center industry.
- Proven 1-2 year experience as an Operations Manager or equivalent title is a must for a US account.
- Previous project management experience is a plus.
Watch this video to get a sneak peak of the job in action
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