Operations Manager (Remote)

Afni - Bloomington, IL

Full-time - Mid Level

Remote - Bloomington, IL

1,001-5,000 employees

Administrative and Support Services

About the position

The Operations Manager is responsible for overseeing multiple projects' key performance indicators, including quality, sales, staffing levels, attrition, attendance, and profitability. This remote position involves managing a team of Operations Project Coaches and fostering a culture of outstanding customer service while ensuring effective daily operations management.

Responsibilities

• Collect, analyze, and present program data to improve performance and quality.
• Analyze daily, weekly, and monthly reports to recommend future resource planning.
• Provide data for client-operations review and meet deadlines.
• Manage center resources to reduce costs and increase customer call quality.
• Maintain a solid client interface to ensure high levels of customer service.
• Manage project teams and department spending to maximize KPI achievement.
• Assist in planning and analyzing the center's operational budget.
• Coordinate communication of policies, project objectives, and training.
• Document and implement center's policies and procedures.
• Facilitate leadership development initiatives and provide feedback to staff.
• Handle project hiring decisions, terminations, and performance appraisals.
• Address staff performance issues in a timely manner and communicate solutions.

Requirements

• Bachelor's degree or 3-5 years of relevant customer service/sales experience in a call center environment.
• 5+ years of virtual leadership experience required.
• Proven management/leadership experience preferred.
• BPO experience preferred.
• Intimate knowledge of inbound and outbound processes with motivational skills to drive customer satisfaction.
• Proven budgetary and P&L experience.
• Strong organizational and planning skills preferred.
• Strong verbal and written communication skills required.
• Ability to handle multiple tasks and work with shifting priorities.
• Demonstrated proficiency with Microsoft Office.

Nice-to-haves

• Experience in telemarketing is a plus.