Vacancy caducado!
The following job description in no way states or implies that the responsibilities and duties of this position are limited to those listed below.
PURPOSE: • Manage the Team Leaders and their agents, directly manage their performance, manage staffing in coordination with WFM, drive operations to meet service levels and provide escalation support. This position will be located in Reno, NV. ESSENTIAL FUNCTIONS : • Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases. • Coordinate all Service delivery processes and Service Level reporting mechanisms • Handle escalated customer complaints or executive request and utilizes escalations as a method to train and develop staff • Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement • Drive Operations teams to deliver continuous improvement and productivity/quality gains • Flag and escalate business risks timely with proper, proactive follow-up • Provide mentorship, guidance, and career development to members of their team • Identify actionable insights, suggest recommendations, and influence team strategy through effective, timely, and proactive communication • Responsible for hiring new employees: interviewing, selecting, arranging for knowledge training and working with WFM on scheduling the work shifts • Appraise productivity and quality scores and provide regular ongoing coaching and timely specific feedback on employee's performance to maximize productivity and increase quality • Work closely with Talent Management when needed to address employee's non-production concerns and/or for corrective action or performance improvements plans • Update GoPerform quarterly and properly notate performance so appropriate performance ratings are given to each direct report • Have a good understanding of the job duties performed by the team members • Maintain physical presence within the team to respond to team member needs • Flexibility to work before or after the regular work shift when business need and team process priorities require • Identify opportunities for improvement in efficiency and customer service and advise Manager of same • Daily, Weekly and/or Monthly reporting of Operation Statistics and team individual performance • Work with team and supporting departments in driving process improvements JOB KNOWLEDGE, SKILLS AND ABILITIES: • Dynamic leader with experience and passion for managing teams in a fast paced environment, able to deal with rapid change and ambiguity • Strategic thinker with strong analytical and problem-solving skills • Excited to be part of an operations teams, design effective business operations, tackle complex problems, and develop individual team members • Adaptable and energized by a fast-paced environment • Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes • Experience in managing work with varying volumes and seasonality • Ability to process transactions as needed, in high volume periods EDUCATION / WORK EXPERIENCE: • 5+ years of experience in a back office processing environment • 3+ years of people management experience, including managing leaders, and a strong desire to develop team members • Bachelor's degree, or equivalent. • Ability to process transactions as needed during high volume periodsVacancy caducado!