Operations Manager

Role Description

The Operations Manager is responsible for the day-to-day live time management of the call center with multiple programs. They ensure all resources needed to answer contact volume are in place to deliver service and manage daily business operations interfacing with Workforce Management, Training, Information Technology, and Quality teams. The Operations Manager is responsible for service delivery, quality, and overall performance of contact center operations.

• Manage Team Leaders/Supervisors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed efficiently.
• Monitor, track, and evaluate team performance based on key performance indicators (KPI’s) and provide ongoing feedback to ensure all company standards are met.
• Develop all the competencies required in front line managers to have a fully engaged, highly skilled, and effective team.
• Deliver monthly, daily, or weekly updates on processes and procedures.
• Perform one-on-one meetings with supervisors to review team performance and effectiveness.
• Ensure that supervisors and interpreters meet client expectations through the creation and implementation of written performance improvement plans.
• Identify and implement process improvements to drive performance.
• Communicate to Contact Center Director and assist when the call center is experiencing phone issues, delays, or service interruptions.
• Work in conjunction with various departments in the process of resolving client issues.
• Work in direct communication with clients when resolving escalated issues.
• Maintain presence on the contact center floor and observe Team Supervisors interacting with employees.
• Participate in WFM staffing, planning, forecasting, and performance reviews.
• Participate in weekly Manager's Meeting contributing to content by sharing ideas, giving feedback, and making suggestions.

Qualifications

• Ability to lead, direct, and motivate others.
• Strong ability to multi-task and work under pressure.
• Strong conflict management, teambuilding, and motivational skills.
• Excellent computer skills and ability to learn new applications quickly.
• Strong communication skills, written, oral, and presentation.
• Familiarity with contact center tools, systems, reporting, and methodologies.
• Understanding of KPI’s and process improvement.
• 5+ years of call center leadership experience.
• Bachelor’s degree or equivalent experience preferred.

Company Description

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.