Manager of Operations
Title: Manager of Operations
Classification: Exempt
Summary
The Manager of Operations provides leadership, support, and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance, forecasting, scheduling, intra-day, and/or change management, along with delivering operational excellence. Additionally, this position is responsible for creating and developing relationships with internal and external clients.
Responsibilities
Manage functional team, along with portfolio of open work orders to deliver positive client outcomes while achieving internal and external Service Level Agreements (SLAs)
Provide analytical support for the department and leadership; creatively develop workforce staffing solutions, daily workforce schedules and intra-daily scheduling solutions
Create work order forecasts by drawing on historical, current, and metric-based data
Develop and present industry/market research findings, trends, benchmarking and other pertinent
information to internal teams, clients and senior leadership
Analyze trends and gather input critical to operations to ensure optimum productivity and
operational results are accurately reported
Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs
Analyze data and forecast potential impacts to operations; ensures ability to meet SLAs for all team
activity
Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to
client issues
Work cross-functionally with other teams to manage vendors in region(s); make strategic decisions
about capacity planning and fulfillment of services
Contribute to various strategic projects that drive better outcomes, improved efficiencies,
technology enhancements and scalability for the department
Identify business opportunities based on analysis reports; examples include consolidating queues,
changing hours
Coordinate and track productivity; provide ongoing detailed variance explanations and recommends
solutions when needed
Attend regular client status meetings, if applicable
Responsible for delivery and development of the capacity planning function as a key member of the
contact center leadership team, if applicable
Ensure confidentiality of internal and external data
Perform ad-hoc projects and other duties as assigned
Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
Customer Service- Advanced
Verbal Communication - Proficient
Written Communication - Advanced
Teamwork – Advanced
Relationships - Advanced
Negotiation – Proficient
Organizational Awareness - Proficient
Learning Agility - Proficient
Analysis - Advanced
Problem Solving - Proficient
Process Orientation - Proficient
Prioritization - Advanced
Role Specific Skills
- Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required
People Management Skills
Proficient in all people management processes, including recruitment, performance management and reward
Proficient in building, growing and developing a team; including department structure design and resourcing
Proficient in coaching and developing individual team members to reach their potential
Proficient in engaging a team through communication, processes, personal impact and influence
Qualifications Minimum Qualifications
Bachelor’s degree
Experience managing and leading individuals or small teams
Other Relevant Qualifications
- 6 + years business experience, including 5 or more years building and/or managing accounts/stores/regions, particularly within the retail industry
Trade experience preferred
Facilities industry experience preferred
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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.