Manager, Operations

hace 3 meses


Bogotá Cundinamarca, Colombia Qualfon A tiempo completo

**Job Summary**:
**Manage the operations ensuring the results of the**
**metrics set by the clients.**
- Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations:

- Performance Metrics (among others):

- Scorecard (Client)
- Quality
- Adherence
- Turn Times
- Throughput
- Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved
- FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account.

**Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally**
- Ensures Qualfon DSG complies with the internal metrics:

- Manpower Utilization (Internal Productivity)
- Attrition
- Production (hours)
- Others
- Forecasts account revenue and spending and to align so that revenue and EBIT goals are being met
- Understands and maximizes impact on financial

performance of the operations department.
- Manages report of productivity in terms of hours

has produced vs. Paid hours
- Manages statistics on production (hours of

operation), operating costs
- Monitors and analyzes the internal metrics

related to the Productivity and Direct Costs,
indirect cost, all related to the Financial part
**Active communication and direct point of contact with the Vendor Management Offices in the US**
- Organizes and attends Conference Calls
- Uses electronic (E-mail, chat, SMS)
- Makes and oversees Operational Escalations
- Strategizes, operates, gives and receives feedback, and escalations.
- Provides updates as to the performance of the accounts.

**Analysis of results and Action Plan creation**
- Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans
- Identifies gaps
- Defines action Plans for improvement
- Develops and implements strategic action plans and workflow processes
- Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations

**Talent Development**
- Identifies and develop key personnel
- Provides feedback & coaching in timely manners
- Identifies and recommends training
- Identifies gaps in leadership team and create training and development plans to fills gaps as necessary

**Personnel management**
- Follows up meetings
- Organizes the agenda
- Forecasts to department training needs to meet desired FTE
- Develops and implements programs that enhance employee motivation and maintain positive work environment
- Provides leadership for management initiatives to develop a good communication between its member to drive performance.

**Area of expertise (Skills)**:
At least 4 years’ experience in Back Office Operations and Production, with at least 2 to 4years in
Supervisory or Managerial capacity.

**Other Skills and Experiences (Min)**:
Six Sigma (provided by Qualfon)

**Education**:

- Bachelor Degree


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