Operations Manager

TransPerfect Is More Than Just a Job…

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Operations Manager is responsible for the day to day live time management of the call center with multiple programs. The Operations Manager ensures all resources needed to answer contact volume are in place to deliver service. They manage daily business operations interfacing with Workforce Management, Training, Information Technology and Quality teams. The Operations Manager is responsible for service delivery, quality and overall performance of contact center operations.

Position responsibilities:

• Manage Team Leaders/Supervisors to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.

• Monitor, track and evaluate team performance based on key performance indicators (KPI's) and provide ongoing feedback to ensure all company standards are met.

• Develop all the competencies required in front line managers to have a fully engaged, highly skilled and effective team.

• Deliver monthly, daily or weekly updates on processes and procedures.

• Perform one-on-one meetings with supervisors to review team performance and effectiveness.

• Ensure that supervisors and interpreters meet client expectations through the creation and implementation of written performance improvement plans.

• Identify and implement process improvements to drive performance.

• Communicate to Contact Center Director and assist when call center is experiencing phone issues, delays, or service interruptions.

• Work in conjunction with various departments in the process of resolving client issues

• Works in direct communication with clients when resolving escalated issues.

• Maintains presence on contact center floor and observes Team Supervisors interacting with employees.

• Participates in WFM staffing, planning, forecasting and performance reviews.

• Participates in weekly Manager's Meeting contributing to content by sharing ideas, giving feedback and making suggestions.

Required/preferred knowledge, skills and abilities:

• Ability to lead, direct and motivate others

• Strong ability to multi-task and work under pressure

• Strong conflict management, teambuilding and motivational skills

• Excellent computer skills and ability to learn new applications quickly

• Strong communication skills, written, oral and presentation

• Familiarity with contact center tools, systems, reporting and methodologies

• Understanding of KPI's and process improvement

• 5+ years of call center leadership experience

• Bachelor's degree or equivalent experience preferred

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.