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Operations Manager, CRM

Req #: CNX00052378
Location: , US
Job Category: CRM
The Operations Manager is responsible for the overall service delivery performance and client relationship for their assigned account & team. 

In this role, you will ensure that strategic business and service objectives are met through the analysis of performance management metrics that drive consistent, cost effective, efficient and employee-focused delivery of Key Performance Indicators across all areas of your operational responsibility. This will be accomplished through the coaching and development of a team of Team Leaders, providing clear direction and well-defined objectives, and holding them accountable to performance expectations.

PRIMARY RESPONSIBILITIES:

  • Ensure the day to day operations of the Customer Service Team exceed client SLA’s and internal Concentrix operational expectations. 
  • Direct management of Team Leaders & assigned LOB Overall accountability for assigned programs including service delivery, KPI attainment and client satisfaction
  • Actively monitor production, service level and quality and make adjustments as needed
  • Develop, document & continually improve WAH delivery processes
  • Maintain external client relationships, key stakeholders and liaise with other functional areas
  • Evaluate performance of direct reports and provide coaching and development
  • Create and update various reports related to Operational activities
  • Responsible for delivering full cycle resolution to the customer
  • Responsible for analyzing reports and driving key KPIs that meet the expectations of the client’s SLA’s
  • Accountable for the ongoing coaching and development of the Supervisory & CSR team 
  • Ensure profitability for programs by managing resources appropriately
  • Communicate with clients regularly to ensure visibility and partnership
This list is not meant to be all encompassing but is a guideline to the most critical qualifications.

JOB REQUIREMENTS:

  • Bachelor's preferred
  • Minimum 2 years of  related experience in an Operations Manager role, managing in an inbound customer care call center environment
  • Extreme flexibility and ability to work with limited oversight
  • Exemplary communication skills (written and oral), coaching skills, and demonstrated good business judgment
  • A good understanding of Operations and P&L is required
  • Excellent human relations skills and ability to create and maintain high energy, highly motivated services teams
  • Strong problem solving skills and demonstrated creative thinking
  • Ability and desire to work with and manage teams in a variety of geographic locations
  • Strong aptitude for technology and demonstrated analytical skills
  • Ability to multitask and maintain productivity and effectiveness in an ever changing environment
  • Experience in successfully managing complex projects
  • Strong organizational and time management skills
  • Willing to travel - at times, may require up to 15% travel or more
  • Must be comfortable working in a fast paced and dynamic environment
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