The Sr Manager Business Operations provides leadership, direction and ongoing management for inbound customer service contact center department. This position will develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. The position is responsible for driving and maintaining elevated performance and profitability through execution of Contact Center projects in the areas of productivity enhancements, customer service enhancements and process improvement efforts. The Sr Manager Business Operations will lead a team to achievement of business goals and objectives.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25% Drive department performance towards achievement of quality standards and performance metrics. Ensure priorities align with objectives and goals.
20% Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness
25% Aggressively identify and address performance deficiencies by developing and executing performance improvement plans
10% Maintain and report on service level standards and manage department operations within budget
10% Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through site improvements
NATURE AND SCOPE
Typically reports to Dir, Contact Center
Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues — including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.
Typically requires overnight travel 5% to 20% of the time.