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Manager of Operations

| Chicago

 

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

___________________________________________________________________________________

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.

 

Read Full Job Description

Location

875 North Michigan Avenue , Chicago, IL 60611

What are SMS Assist Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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