Operations Manager

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

Operations Manager

Site: Santo Domingo, Dominican Republic

Reporting to: Operations Director

Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.

As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You're also responsible for complying with and enforcing procedures aligned with our information security policies.

As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.

As an operations manager, your role is vital in keeping our client's business objective fully satisfied that will eventually contribute to our organization's growth and success.

Operations Managers are the leaders of their campaigns or departments; An Operation Manager is primarily in-charge of the following: Operational Strategizing, Logistics Management, Budget Management, Managing Support Services and Managing 3rd Party Relations.

As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships.

As an Operations Manager, you'll utilize both your leadership and your business acuity to ensure the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met.

You are also expected to maintain company-set ratios for staffing for smooth operations of the program, and that the manpower complement sufficiency for the forecasted volume or allocated billable hours. Guarantee that everyone within the program strictly abides the Company and Client policies and procedures, while being consistent in recognizing and rewarding top performers, but strict in carrying out disciplinary action/consequence management for non-performers.

As Operations Manager you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

What you get to do every day as an Operations Manager:

• Ensure profitability of the program/s by driving the attainment of Client specified KPIs and targets. Monitors the queue to ensure that service metrics are met, as well as monitor sales metrics through proper coaching, consequence management, etc.
• Upholds company policies as it relates to the program/s and drives for adherence to such policies.
• Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company's standard in professionalism.
• Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
• Dutifully conducts performance planning/appraisals/feedback meetings and accomplishes the necessary performance appraisal forms to assess high potential team members.
• Ensures that proper action is taken for non-performing supervisors as well as those with documented infractions against company policies. Provides coaching and mentoring to those who do not meet their metrics.
• Spearheads the design and implementation of daily/weekly/monthly incentive schemes to drive positive performance.
• Ensures the objective stack ranking of team members in terms of metrics and /performance to provide solid basis for performance assessment.
• Provides opportunities for immediate coaching for associates and team leaders for improved performance.
• Liaisons with Top Management and the Client regarding the program's performance.
• Analyzes the necessary information (E.g. Top and bottom performing agents) and translates this to tangible and relevant data on program performance.
• Generate value added actions or initiatives for strengthened partnership between the clients.
• Promote and demonstrate Acquire's values internally and externally.

• Experienced Operations Manager with Strong background in Service Delivery
• Superb client relational, leadership, and people-management skills
• Adaptive to changing work schedules and environment
• Operates with very minimal direction and supervision
• Proven time management and multi-tasking skills
• Detail oriented, analytical, problem-solver, and sound decision maker
• Project management and presentation skills
• Professional communication skills both verbal and written
• Proven expertise handling complex escalations involving customers and vendors
• Ability to plan, organize, and coordinate initiatives and efforts
• Overseeing the Dominican Republic-based team to ensure alignment with client expectations and performance standards
• Field management support with day-to day operational needs
• Ability to develop agents and Team Leaders / Shift Managers to be critical thinkers in all their interactions with the customers or colleagues
• Possess excellent communication skills that they can impart to respective agents and Team Leaders / Shift Managers
• Should be able to train Team Leaders / Shift Managers with all updates and changes in the processes of the campaign
• Strong command in English communication both Oral and written
• Should have strong knowledge of Microsoft Office application
• Open communication between staff while maintaining professional conduct
• Office management and/or business ownership experience considered a plus

• Highly productive program measured via consistent meeting of contractual KPI targets and optimum profitability.
• Excellent client, subordinates, peers, support group and inter-department relationship.

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

Join the A-Team and experience the A-Life