
Operational Excellence Manager
21 hours ago
A Leadership Role for Operational Excellence.
- Team Leader, Operations
The successful candidate will be responsible for supervising a team of call center associates, ensuring performance metrics are achieved by providing coaching and motivation.
Key Responsibilities:- Day-to-day supervision of call center associates, including work and attendance monitoring
- Effective coaching of direct reports to ensure performance metrics are achieved
- Identifying and addressing performance-related issues through development of action plans and implementation of corrective measures
- Ensuring service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations
- Providing timely updates and communicating expectations to employees
- Handling escalated customer calls and conducting team meetings to facilitate open communication and team activities
To be successful in this role, the ideal candidate will possess:
- Associate's degree in a related field with two to four years of relevant experience preferred
- Strong communication skills, both written and verbal
- Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables
- Willingness to work a flexible schedule
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