Operations Manager

Overview of Job Responsibilities The Customer Care Manager will lead a team of Call Center Supervisors by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve the performance of Customer Service Representatives. Essential Responsibilities and Deliverables Function Specific: Develop staffing plans, motivational programs, and inventive plans to ensure key department metrics are met Conduct monthly reviews of department budget to ensure goals are being met Research information beyond existing procedures as required to meet customer needs Actively promotes teamwork and information sharing across boundaries Generates and utilizes formal and informal network contacts to improve collaboration among teams Builds and maintains strong, collaborative partnerships with others (e.g., other team leaders, external partners) Clarifies and shares best methods for performing teamwork across organizational boundaries (e.g., promote a 'one-team' approach for sharing common processes and practices) Generates and leverages 'win-win' strategies to gain support from others outside the team for key goals (e.g., influences across boundaries to get things done). Discusses performance problems in a supportive, objective, straightforward manner Develops a team culture in which timely rewards and recognition are consistently provided to team members. Develops a team culture in which timely, objective feedback is provided to team members about strengths and development needs Clarifies performance expectations collaboratively with direct reports (e.g., roles, responsibilities, standards, and goals) Accurately assesses the organizations strengths and vulnerabilities, and external opportunities and threats Anticipates potential problems and takes action to address problems in advance Applies lessons and knowledge learned from previous experiences to new challenges Develops alternative courses of action to resolve problem and outlines the risks/benefits associated with each action Appropriately prioritizes business problems that need to be resolved Builds credibility and trust with key customer stakeholders through open and direct communications (e.g., uses effective listening skills, provides timely feedback, ensures their needs are given priority, etc.) Takes personal responsibility for customer satisfaction by identifying and mobilizing the appropriate resources to respond to their needs Leadership and Management: Adopt and develop a management style of engagement, professionalism, and openness. Develop and communicate a clear vision of the business goals to drive results. Build relationships with employees; establish rapport, trust, and credibility Evaluate and develop team members to align capabilities with roles business needs and career development. Maintain clarity of and communicate the…