Operations Manager

ECE Contact Centers was founded to give businesses an alternative to the traditional call center outsourcing companies. At ECE, we believe that low attrition, world class service and true customer focused management is not only achievable, but is the only way to run a contact center. We have created a business model that changes the game for contact centers- we pay our associates better, we deliver better service, and we take better care of our clients. It's not a paradox- it's ECE.

Role Description

An Operations Manager develops the support team to continuously improve their performance, enhancing the level of service that we offer our clients. They develop team members through the prescriptive feedback process, educating agents on why and how they should improve.

Key Responsibilities

The responsibilities of the Operations Manager are listed below, but not limited to:

• Analyze reports to manage performance and communicate goal adherence to employees.
• Conduct self evaluation-calibration sessions on QA failures. This must be done weekly for QA failures that occur within that week, within a reasonable amount of time.
• Develop educational job aides to assist in the development of their team.
• Oversee the daily operations of the department or business unit, ensuring smooth and efficient processes.
• Develop and implement operational policies and procedures to improve productivity and efficiency.
• Coordinate activities to decrease time to proficiency that include but are not limited to:
• Refresher trainings
• Shadow Sessions
• Lessonlys, SANA
• Coordinate with other departments to ensure alignment with business goals.
• Monitor key performance indicators (KPIs) and take corrective actions when necessary.
• Manage budgets, resources, and staffing to meet operational goals.
• Ensure compliance with company policies, safety regulations, and industry standards.
• Address operational issues and develop solutions to improve workflow.
• Lead and mentor team members, providing guidance and support for their professional development.
• Coach support team members to improve performance in any KPI aligned with the measurement of the program's success (Achieve KPIs).
• Coach and clear all coaching logs to prevent further infractions.
• Collaborate with senior management to set operational goals and implement strategic plans.
• Manage group chats effectively and professionally, answering questions when able.
• Conduct team meetings to cascade any company or client updates effectively and professionally, gauging understanding and gaining commitment from his or her team prior to moving on.
• Execute employee written notices, and upload forms appropriately.

Measurement of Success

An Operations Manager's success is measured through their team's average Achieve score, their own productivity, and their own attendance.

• Achieve Score: The Achieve score is a balanced scorecard, composed of the main key performance indicators. The goal for the Managers is to reach and maintain at or above an Achieve score of 8 for their team. Managers who perform to this goal will receive additional incentives.
• Attendance: The Manager is required to have 100% adherence, meaning they are clocked in to work 100% of the time that they are scheduled. All time off requests must be approved by the Ops manager at least one week in advance.
• Productivity: Managers must complete at least one coaching session per Support team member every 2 weeks. They must also complete a QA calibration or Coaching inspections for each Support team member. They are required to hold at least one monthly team meeting where they hold an activity to help inform and improve, and at least one weekly team QA calibration.

Operations Manager Accountability

• The Operations Manager will report directly to the Upper Management team of their cluster

Required Skills and Experience

Operations Manager must possess the following skills in order to be successful in their roles:

• Effective Time Management
• The Operations Managers have to juggle multiple tasks with competing priorities. Being able to prioritize and manage their tasks is crucial to their success and the success of those who they support.
• Strong Emotional Intelligence (EQ)
• The Operations Managers face challenging situations in this position as they are closest to the agents while often maintaining relationships with clients. Being able to understand their emotions and manage them plays an important role in maintaining healthy workplace relationships that lead to high morale and satisfied clients.
• Clear and Proactive Communication
• The Operations Managers are the pioneers of innovation and change. Being able to plan, communicate and ensure understanding can help to proactively stay ahead of anticipated changes or problems. This helps to reduce friction between employees, ensures high employee morale, and healthy client relationships. Operations Managers explain the "why" to gain maximum buy-in from the employees to create a cohesive team.
• Ability to quickly adapt to change
• In the BPO industry, one of the only constants is change. Being able to pivot direction when needed, while remaining flexible, influences the success of any change. This ensures that changes are rolled out effectively, proactively, on time, and produce the desired results.
• Ability to influence others to align with company values, goals and initiatives
• Successful Operations Managers use their influence on others for good. They understand that they are both the face of ECE and the client. Focusing on the positives and explaining the why, Operations Managers get employees excited about challenges, rather than participating in negativity. Operations Managers often have to translate communication from the clients to better suit the ears of their audience: their team.
• Strong organizational skills
• Tying into effective time management, Operations Managers are required to be organized because their team needs someone who can simplify their work, and make it easier for them to accomplish their goals. Successful Operations Managers are always looking for ways to make things more efficient, regardless of current state.
• Experience in the role that they will be supporting with exceptional KPI results
• Operations Managers need to possess the knowledge and experience of someone in the role that they are supporting in order to support them. They must understand the nuances of the program in order to coach and develop employees who are influenced and challenged by those nuances. This aligns with one of the core values at ECE, meritocracy.
• Excellent attendance
• Operations Managers lead by example. When an employee is promoted to Operations Managers, the same expectations apply for them as an agent. Their attendance must be excellent not only in order for them to receive incentives, but for them to keep their position and employment. Operations Managers are heavily involved not only in the day to day, but in the planning and execution of future projects so their absence would only compound any challenges they may have maintaining relationships and managing projects.

Expectations of Performance

Operations Managers Scorecard - Measurement of Your Success

The Operations Manager scorecard measures the key performance indicators (KPIs) of the Operations Managers. These KPIs impact the Operations Manager's opportunity for incentives, advancement opportunities, and progressive performance improvement actions.

• Overall Team Achieve Score - This KPI is the average Achieve score for your entire team. Because the conversion tables in Achieve are built to fairly measure agent performance, the average of Achieve scores for your team reflects the progress that you have accomplished with your team.
• Quarterly Manager Survey - This KPI reflects the average sentiment of your team towards you. Agent morale is highly influenced by their direct supervisor. How an agent feels about their direct supervisor can impact their performance, attendance, and attrition.

Personal Attendance - This KPI reflects the average of the amount of time that the Operations Manager is scheduled that they actually clock in for work. Their attendance and physical presence has an impact on performance, morale, attendance, attrition, etc.