Reporting to the Senior Operations Manager, the successful Operations Team Manager will be responsible for managing a team of Customer Service Representatives and delivery of all department activities by managing the team, delivering against operational and agent metrics objectives and for providing supporting reports and completing ad-hoc tasks as assigned.
Assist in recognizing and rewarding individuals based on their contribution and performance.
Assume accountability for ensuring team members are meeting their individual and team monthly performance goals.
Challenge staff to develop professionally to provide superior performance in current role and coach employees in the development of their career progression by working with them to develop Personal Development Plans and updating those plans quarterly.
Complete human resource functions including addressing performance and work conduct issues in a timely manner and following on-boarding and termination checklists, partnering with Operations Manager and Human Resources Team when appropriate.
Conduct quarterly formal performance reviews and monthly informal performance reviews.
Facilitate regular meetings to communicate individual and team performance goals and results, share general corporate/HR communication, and provide a forum for open communication to allow for opportunities and issues to be identified.
Identify high potential staff for succession planning.
Maintain a positive work environment that supports a quality driven team and identify any issues that may inhibit an individual's or the team's performance.
Motivate and develop the team through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention.
Partner with Training / Quality team to identify skill development (e.g., training, challenging projects) needs associated with career progression opportunities / performance, confirm associates receive appropriate coaching/training and ensure associates demonstrate improvement and needs are met.
Perform administrative duties including FMLA notification, timekeeping and pay resolution.
Perform administrative duties, including report generation, account research and escalation.
Provide an efficient and flexible response to operational issues in order to maintain levels of service delivery, client and customer satisfaction.
Provide leadership and direction for the team to ensure service levels exceed our customer and client expectations with awareness of communicated financial targets.
Provide real-time and long-term coaching to associates to support their achievement and develop improvement plans when needed.
Provide regular performance reports to the Senior Operations Manager.
Provide regular reports and other performance information to Senior Operations Manager for further personnel development.
Provide responses to client for requests, Quarterly Meeting Results or proposals.
Recognize and reward individuals based on their contribution and performance.
Regularly review the activities of the team in order to ensure the most effective and cost efficient approach is used to provide the service and meet contractual obligations.
Review working practices and processes and implement improvements in order to improve productivity, service levels and customer/client satisfaction.
Serve as a leader by providing process and system direction and ensuring the processes are successfully applied.
Serve as first point of escalation for procedural and technical issues and coach staff regarding how to effectively resolve the issue(s).
Support feedback and morale activities to enhance performance delivery to meet contractual obligations and maximize staff retention.
Support the team in achieving service levels by completing the operational tasks of the team members when needed.
A minimum of 2 year's experience working within Customer Service environment is essential.
Departmental / Specialty experience e.g. Call Center, Billing, Collections, Dispatch etc is preferred but not essential.
Ability to build commitment, overcome resistance and prepare and support those affected by change.
Ability to handle employee relations matters, solve conflict, apply human resources practices and maintain confidentiality.
Ability to run reports, write business correspondence, effectively present information and respond to questions from customers, team members and managers.
Ability to solve practical problems and deal with a variety situations where only limited standardization exists.
Ability to write business correspondence, effectively present information and respond to questions from groups of managers, clients, customers and direct staff.
Experience coaching / motivating individuals and/or a team of 15 or more employees required.
Individuals need to be performance focused and display a flexible attitude.
Knowledge of Human Resources policies and procedures.
Looks for ways to improve and promote quality.
Strong communication skills both written and oral.
Strong PC skills (e.g., Word, Excel) are required.