CONCENTRIX

Operations Manager 

Career Level Description 

Provides leadership to managers, supervisors and/or professional staff.  Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities.  Controls resources and policy formation in area of responsibility.  Decisions are guided by resource availability and functional objectives.  Develops and administers performance requirements; may have budget responsibilities.

Job Description 

The Operations Manager  is responsible for coaching and supervising a group of emergency dispatch or communications Team Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations. 

Essential Functions/Core Responsibilities 

  • Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention  
  • Receiving, monitoring and assessing incoming emergency situations, and taking or expediting the required action in accordance with Service procedures
  • Respond to emergency situations from citizens who will be involved in stressful and life threatening situations
  • Be responsible for assessing the proper emergency response to situations requiring the combined presence of fire, ambulance, or emergency personnel
  • Ensures program has proficient training, staff development, and effective employee relation/recognition programs
  • 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
  • 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
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Ensure that the operation is in compliance with active contracts
  • Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
  • Partnering with Business Development to leverage and expand new business from client(s)
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
  • 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 partners to define action plans that resolve issues and drive continuous improvement
  • Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
  • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
  • Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e., Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

Candidate Profile 

  • Associate degree preferred with more than ten years of experience (with two to four years of Progressive Management Experience) preferred 
  • Experience in emergency response, and/or high-stress call centre environments required
  • Ability to navigate through dynamic situations involving a high level of stress and maintaining composure  
  • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals   
  • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback   
  • Demonstrated ability to implement change; flexibility to quickly adapt to changing business needs   
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor   
  • Excellent communication skills, both written and verbal
  • Ability to effectively present information to internal and external associates   
  • Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment   
  • Demonstrated ability to mentor, coach and provide direction to a team of employees   
  • Demonstrated ability to take initiative and ownership with focus on continuous improvement   
  • Demonstrated ability to foster customer service disposition and sense of professionalism for self and team   
  • Must be available to work shifts, including days, nights, weekends, and holidays to support 24/7 operation   
  • Must have ability to work in an office setting or from their residence (private, secure space required within home)

Current certification in CPR, emergency, fire, police dispatch is a plus. Previous evidence of certification is acceptable.

Contact

Elvis Njoku || Sr Recruiter, Talent Acquisition

Phone: +1 437-350-6104

Email: elvis.njoku@concentrix.com

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