Senior operations manager
convergys
Total years of experience :16 years, 9 Months
• Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Maintain relationships with customers in order to facilitate open communications, understand customer perspectives, and monitor customer satisfaction.
• Host QBR’s
• Maintain relationships with strategic vendors in order to facilitate open communications understand changing technologies and stay abreast of industry trends.
• Ensure that the operation is in compliance with active contracts and ensure timely communications to all concerned parties with respect to issues of non-compliance.
• Participate in, and contribute to the budget process and ensure that the operation is functioning within the financial parameters established in the budget.
• Communicate the overall objectives of the company and the site to management and other levels as appropriate. (Includes daily, weekly, monthly service reports and weekly, quarterly, monthly Operational Efficiency Reports.)
• Lead, Communicate, and interact with other functional areas of the company to ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities). Hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events
• Facilitate site visits from potential clients.
• Participate in opportunity review calls for new business.
• Conduct monthly one-on-ones with each direct report to ensure policy and procedure understanding and compliance, ensure quality call handling, and productivity levels. Act as a resource for staff professional development and work to ensure expected quality and productivity levels.
• Maintain a safe environment that is conducive to learning and the development of individuals.
• Execute Disaster Recovery Plans.
• Participate actively in trade shows, industry events, and related activities
• Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Ensure that the productivity goals for the team are met, including service level, utilization and customer satisfaction. Manage the operational requirements of the customer on a daily basis. Monitor calls volume, call quality and manage telephone coverage to effectively support customers and forecasted call volumes.
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• Review information received from all data sources. Review and take appropriate action. Team with local Operations Planning group to evaluate staffing needs and make adjustments to meet changing demands. Work closely with planning team to identify issues, trends and gaps in scheduling.
• Manage labor and non-labor costs to ensure business profitability to the contribution margin level. Participate in the budget planning process. Ensures compliance and achievements as defined in the annual budget.
• Provide leadership and guidance to Team Managers with support in administering company policies and standards. Ensure that standards and practices are consistently maintained within and between each team.
• Act as an escalation point for employee relations, and customer issues, where the Team Manager assesses the need for additional support. Manage conflict and problem resolution for both types of situations.
• Resolve personnel issues in a professional and timely manner. Implement all disciplinary actions in accordance with company policy and ensure consistency. Identify and develop account procedures and standards and assure compliance.
• Provide leadership by maintaining an awareness of industry standards and sharing information with the account.
• Maintain open communication with all personnel. Act as a resource for answering questions, resolving product and policy questions.
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• Prepare and process annual performance appraisals of direct reports on time. Manage the appraisal process within the team ensuring reviews are processed on time. Establish or maintain achievable goals to effectively increase the technical, communication, and customer service skills of both the Team Manager’s and Support Professional’s. Provide guidance for successful career pathing.
• Conduct bi-weekly one-on-ones with each direct report to ensure policy and procedure understanding and compliance. Act as a resource for staff professional development and work to ensure expected quality and productivity levels.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from team.
• Complete bi-weekly payroll for direct reports.
• Work with other departments and colleagues to ensure effective working relationships across the organization.
• Stay current on internal work processes, policies and procedures.
• Responsible for preparing and delivering monthly and quarterly Business Reviews to clients.
• Responsible for maintaining professional relationships with Business Directors and clients.
• Responsible for contributing to the budget planning process and monthly forecasting updates, including variance explanations.
• Responsible for understanding and working with the client’s statement of work.
• Responsible for contributing to the client invoice process and adhering to finance’s invoice schedule.
• Responsible for understanding and complying with all company and team policies and procedures.
• Lead team members, foster their professional development and growth, and promote teamwork and cooperation.
• Provide day-to-day supervision and management of directly assigned team of Agents. Ensure that Agents have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.
• Conduct call-coaching training sessions each week as well as direct Sr. SP’s in the performance of call coaching sessions. Provide feedback to Agents on other daily performance and behavioral activities in a timely manner. Communicate expectations to new employees and provide timely business updates and changes.
• Under the direction of the Service Delivery Manager, manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for agent’s HR file.
• Administer payroll in accordance with company policy and procedures.
• Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
• Provide technical escalation support to agents by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from agents.
• Schedule and coordinate team activities.
• Coach and mentor agents to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved.
• Prepare, process and conduct annual performance appraisals for assigned agents on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
• Maintain open communication with all team members. Act as a resource for answering questions, resolving product and policy questions.
• Partner with Human Resources to screen, interview and hire agents for contract. Ensure that effective training and mentor resources are provided for all employees.
• Attend required manager development training.
• Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.
• Stay current on internal work processes, policies and procedures.
• Responsible for understanding and complying with all company and team policies and procedures.
• Other duties as assigned.
• Lead Support Professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’s mission.
• Provide day-to-day supervision and management of directly assigned team of Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
• Conduct multiple call-coaching training sessions each week. Provide feedback to Support Professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes.
• Under the direction of the Service Delivery Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible. (stated above already)
• Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for Support Professional’s HR file. This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions.
• Administer and manage payroll in accordance with company policy and procedures.
• Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.
• Provide escalation support to Support Professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible. Ensure that the guidance is translated into coaching and effective feedback for the Support Professionals.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from support professionals.
• Schedule and coordinate team activities.
• Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans .
• Prepare, process and conduct annual performance appraisals for assigned Support Professionals on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.
• Maintain open communication with all team members. Act as a resource for answering questions, resolving product and policy questions.
• Partner with Human Resources to screen, interview and hire Support Professionals for contract. Ensure that effective training and mentor resources are provided for all employees.
• Attend required manager development training.
• Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.
• Stay current on internal work processes, policies and procedures.
• Responsible for understanding and complying with all company and team policies and procedures.
• Other duties as assigned.
Delivering training for Expedia incorporation (Soft skills & product parts for sales & support including Amadeus course for the agents)
• Provide support to the New Hire training process including but not limited to: room setup and VLAN switch requests, Training Department SOS ticket submittal, obtaining system and telephone log-ins, scheduling of visiting speakers, resolution of Timecard issues, class material preparation, NEO setup and coordination, LMS event creation, journal creation and revisions, schedule submittal, and graduation certificates and celebrations.
• Coordinate the setup of post new hire training sessions such as New to Product, Recursive and Stream training. This includes but is not limited to: room setup and VLAN switch requests, class material preparation, LMS event creation, schedule submittal and attendance entry.
• Develop and maintain reports to meet department and client requirements. Data comes directly from the LMS or from the reporting department through eLearning reports. Data must be formatted, prepared and disseminated to stakeholders including senior management.
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• Act as SPOC for all LMS duties, issues and enquiries. Enter data as necessary for Classroom Team managers and Associate Trainers into the LMS. Create and close out all training events and register and complete trainees as requested by the Site Training Manager or Classroom Team Managers.
• Act as SPOC for Curriculum Development Submissions & Revisions.
• Maintain the scheduling of all training assets (Trainers, Rooms, Equipment) through a centralized workbook. Advise on availability of assets to meet the needs of the training department. Coordinate the maintenance of training equipment
• Attend all weekly meetings as requested by the Site Training Manager, including but not limited to: L&D Dept Meeting, Staffing Calls and the Training Coordinator Call.
• Maintain department training supplies. Place orders for supplies as directed by Site Training Manager.
• Support department processes for Request to Spend (RTS), Request to Travel (RTT), and Employee Data Change (EDC). Create Site Guest Passes, Room Passes, and Property Passes for Training visitors