Operations Manager

 

Position Summary: The Operations Manager is responsible for overseeing and managing various departments within the organization, ensuring smooth operations and efficient performance. This role involves supervising the CSR Team, reviewing, and adapting company procedures, assessing and integrating new technologies, maintaining departmental metrics, and handling employee-related responsibilities such as hiring, evaluations, disciplinary actions, and terminations.

Responsibilities:

Processes and Procedures:

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• Conduct a comprehensive review of company-wide procedures and make necessary adaptations to improve efficiency and effectiveness.

Technology:

• Assess and review existing technologies used in the organization.

• Research and explore new technologies to enhance operational efficiency.

• Integrate new technologies into existing systems and processes.

CSR Team:

• Develop and update the training manual for the CSR team.

• Provide training sessions for CSR staff and conduct periodic "spot" checks to ensure adherence to established standards.

• Keep the CSR team up to date with the latest training and industry best practices.

• Maintain accurate metrics for the CSR department, tracking performance and productivity.

• Act as a backup to the CSR team as needed, ensuring uninterrupted customer service.

Reporting:

• Maintain and analyze daily, weekly, monthly, quarterly, and annual metrics for each department.

• Share an overview of departmental metrics with the company on a monthly/quarterly basis.

• Keep a log of company losses, including losses due to employee errors and unforeseen situations, and track the actual cost to the company.

Additional Responsibilities:

Employee Management:

• Participate in the hiring process, including candidate screening, interviews, and selection.

• Conduct regular employee evaluations, providing constructive feedback and performance improvement recommendations.

• Implement disciplinary and corrective measures when necessary, ensuring compliance with company policies and procedures.

• Handle employee terminations, following legal requirements and maintaining professionalism.

Requirements:

• Proven experience in operations management or a similar role.

• Strong leadership and team management skills.

• Excellent analytical and problem-solving abilities.

• Knowledge of process improvement methodologies.

• Familiarity with customer service principles and practices.

• Proficiency in using technology for operational purposes.

• Outstanding communication and interpersonal skills.

• Ability to work under pressure and meet deadlines.

The Operations Manager plays a vital role in optimizing departmental performance, ensuring adherence to established procedures, and fostering a positive work environment. By effectively managing the CSR team, implementing process improvements, and utilizing technology, the Operations Manager contributes to the overall success of the organization.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus pay

Work Location: Remote

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