Operations Manager I

» Job Details# Operations Manager ILocationBogota, ColombiaLanguageSpanish## SummaryThe Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.## Description## Essential Functions/Core Responsibilities• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)• Create and maximize relationships with client partners• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements• Attend business reviews with the client• Handle a team of team leaders## Candidate Profile• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred• Call center experience preferred• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal• Work well under pressure and follow through on items to completion while maintaining professional demeanor• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment• Demonstrated ability to mentor, coach and provide direction to a team of employees• Willingness to work a flexible schedule**Internal Career Path Policies*** **The game-changers must have the approval of his or her immediate supervisor to apply for the call.*** **Required tenure: 6 months.*** **Required performance:** KPIs or goals on target for the business unit to which they belong in the last **3-month period (not average).*** **Must not have active disciplinary actions.*** **The game-changer may participate in only one process at a time.*** **Comply with the learning paths of the Corporate University.*** **Must remain at least 6 months in the position to which he/she was recently promoted,** to be able to apply for another call.* If you were evaluated by the PC psychologist for a vacancy and you were not selected, **you must wait at least 2 months to reapply for that same position from which you did not pass*** **The process is performed and/or outside working hours,** which means that the game-changer should be available in his free time in case we require it.* Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.## Career Framework RoleManages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.## DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.or #J-18808-Ljbffr