Sr Operations Manager

We are seeking a results-driven Sr. Operations Manager to lead and oversee the day-to-day operations for a Contact Center. In this role, you will be responsible for ensuring exceptional customer service delivery, driving operational efficiency, and leading a high-performing leadership team to meet performance targets. The ideal candidate is a strong communicator, a strategic thinker, and a hands-on leader with a passion for developing people and optimizing processes in a fast-paced environment. Evaluate and uphold all client service agreements, initiating enhancement strategies when necessaryOptimize revenue production to achieve financial targets, both short and long-term (e. g.

, data collection for billable/non-billable hours, forecasting, budgeting). Drive team member excellence by working with supervisors to ensure proper coaching & training is provided to team regularlyDrive positive & effortless client experience by ensuring all processes & quality assurance practices are correctly followed throughout the departmentsCreate & analyze department productivity reporting and forecasting to provide direction for improvement & recommendations for changeOversee and assess operational documents (e. g.

, attendance adherence, PFP, client scorecards, metrics management reports)Build and enhance relationships with client partnersLead and mentor direct reports, ensuring uniform application of company policies and standards; identify and execute corrective actions to achieve performance goalsConduct regular meetings with direct reports to evaluate personal and team performance, providing ongoing developmental coaching. Participate in client business reviewsFoster a positive work atmosphere through employee engagement, address employee relation issues promptly and professionallyDevelop action plans to resolve issues and ensure ongoing improvementSupervise a team of team leaders.

RequirementsBachelor's degree in a related field required10 Years of related experience, including at least 2 years in progressive management rolesCall center management experience is advantageousSkilled at analyzing and improving work processes; capable of establishing a clear course of action for self and team members to achieve specific goalsOpen to working a flexible schedule onsite