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Operations Manager
hace 1 mes
Job Summary
As an Operations Manager at Qualfon, you will be responsible for ensuring the results of the metrics set by our clients are met. This includes managing the operations to achieve established service levels, analyzing report statistics, and conducting Focus Group Discussions to identify and address concerns from all levels of employees.
Key Responsibilities
- Ensure Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations.
- Analyze report statistics and arrival patterns to ensure adequate staffing to achieve established service levels.
- Conduct Focus Group Discussions to help identify and address concerns from all levels of employees.
Account Management
As an Operations Manager, you will also be responsible for managing the accounts at the operational level, ensuring the production, cost, and financial results of the metrics set internally. This includes ensuring Qualfon DSG complies with the internal metrics, forecasting account revenue and spending to align with revenue and EBIT goals, and monitoring and analyzing internal metrics related to productivity and direct costs.
Communication and Escalation
You will be the active communication and direct point of contact with the Vendor Management Offices in the US, organizing and attending conference calls, using electronic communication, making and overseeing operational escalations, and providing updates on the performance of the accounts.
Analysis and Action Planning
You will analyze areas of opportunity based on results obtained in different operational stages, produce and implement action plans, identify gaps, define action plans for improvement, and develop and implement strategic action plans and workflow processes.
Talent Development
You will identify and develop key personnel, provide timely feedback and coaching, identify and recommend training, and identify gaps in the leadership team and create training and development plans to fill those gaps as necessary.
Personnel Management
You will follow up on meetings, organize the agenda, forecast department training needs to meet desired FTE, develop and implement programs that enhance employee motivation and maintain a positive work environment, and provide leadership for management initiatives to develop good communication among team members to drive performance.
Requirements
At least 4 years' experience in Back Office Operations and Production, with at least 2 to 4 years in a supervisory or managerial capacity. Six Sigma provided by Qualfon. Bachelor's Degree.
