*summary of primary job responsibilities*:
- analyze and maintain all client service level agreements; implement improvement plans as needed
- maximize revenue generation to reach long and short-term financial projects (i.e., data collection for billable/non-billable
hours, forecasting, budgeting, etc.)
- selecting, training, developing, and managing performance of direct reports and their associates; including planning and
assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- manage and review operational reports (attendance adherence, pfp, client scorecard, metrics management reports)
- create and maximize relationships with client partners
- provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;
define and implement any corrective actions needed to meet operational performance
- conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer
on-going developmental coaching
- create a positive work environment through employee engagement; resolve employee relation issues in a professional and
timely manner
- participate in cross functional meetings to review information received from operational support functions - training, hr,
quality, wfm, ta. and partner to define action plans that resolve issues and drive continuous improvement
- implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from
bd and client and make adjustments to meet changing requirements
- attend business reviews with the client
- handle a team of team leaders
- deliver any other request requested by your direct boss when required
*job requirements*
- high school diploma or equivalent required. Bachelor's degree preferred.
- bilingual (english / spanish) - 100% in both verbal and written forms.
- excel at verbal communications, listening, feedback, delegation, fostering teamwork and multi-tasking.
- excellent interpersonal skills with good negotiation tactics.
- strong track record of customer-focused service and attention to detail.
- prior leadership / management experience is a plus.
- experience as operation manager jr or supervisor
- experience using microsoft office
- strong analytical skills and a strong ability to identify problems and actively come up with solutions
- at least 3 months working in the company
*what we offer*
great salary
performance bounus
fulltime job 48hrs