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Job Description
Foundeverxe2x84xa2 is seeking a leadership-oriented and self-motivated person to join us as an Operations Manager to oversee staff with a focus on client engagement and relationship building.
We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Operations Managers in this role get to: Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition. Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery. Influence the lives of others: Develop, train, and manage team members.
Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions. Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data s and analysis and/or keen observations. Define Sitel’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction. Keep leaders informed: Relay important information in the form of timely and accurate s.
Job Summary
SUMMARY OF JOB RESPONSIBILITIES
Manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.
Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
Provide leadership and management to associates; provide training and development of the supervisory team.
Coach and mentor team supervisors.
Regularly conduct supervisor team meetings.
Supervise multiple teams for one or more clients.
KNOWLEDGE/SKILLS/ABILITIES
Strong leadership skills with the ability to manage large groups of people.
Strong verbal/written communication and facilitation skills.
Strong interpersonal skills and experience demonstrating successful customer relationship management ability.
EDUCATION
Four-year college degree in business management/administration or equivalent combination of education and directly related experience.
EXPERIENCE TARGET
Luxury retail or other “white-glove” concierge experience required
Luxury retail or other “white-glove” concierge experience in a supervisory role, preferred
Commission based sales environment experience
Call Center experience required
BPO experience preferred
TRAITS AND CHARACTERISTICS
Outgoing
Quick and articulate
Understands the fundamentals of sales
Able to connect around Needs/wants/desires
Relatable
Able to overcome objections
About Foundeverxe2x84xa2
Foundeverxe2x84xa2 is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.This position is responsible for managing multiple teams of centralized resource planning managers and real time management groups under both centralized and decentralized models who provide strategic long-term staff planning, accurate forecasting, scheduling services, and real time management support to Operations while driving employee satisfaction and financial strength. In addition, responsible to drive high performance results in the organization, which meet or exceed the operational teams’ objectives documented in the annual business plan.
About Foundever
Foundeverxe2x84xa2 is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
