Operations Manager - Phoenix, AZ

This position is responsible for the Site service leadership and business management of day to day functions and operations. The focus of this position is to implement, at an operations level, practice area strategy, and fiscal year plans in five key areas: customer, human capital, operational, financial, and capacity. This role requires a big picture mindset balanced by strong analytical and cross-collaboration skills capable of proactively communicating priorities, solving daily business issues/challenges, while always striving to discover and implement continuous improvement opportunities. The cross collaboration aspect of this role encompasses effectively interfacing with the Practice Area Program Manager to achieve business objectives on-time, on-target, and on-budget and consistent with program management strategy. This includes executing corporate/practice area wide programs/projects, on-going planning, reporting, training, process improvements, and tools development inputs/feedback. It also includes the responsibility to be a SME contributor/consultant for RFPs and new business development solutions on an as needed basis.

Key Functions:

Manage day to day call center operations. Manage performance improvement initiatives to achieve productivity, customer satisfaction and financial goals.

Client Management:

• Consistently deliver against the customer value proposition. Engage the client to manage expectations, escalations, and actively prepare for emerging issues/challenges. Actively listen to customer feedback and identify root causes of problems.
• Possesses a knowledge base of each client's business, organization and objectives.
• Ensures that operational standards regarding customer service are met; provide guidance and training to customer service management staff; address difficult/escalated customer concerns.
• Grows long-term relationships with clients and capitalizes on equity and partnership opportunities.
• Anticipates clients needs and proposes alternative business solutions.
• Escalate to Program Manager negatively impacting issues

Human Capital Management:

• Participates in the recruiting and candidate selection process, develops, evaluates, motivates, and retains the right managers and SME talent.
• Has oversight responsibility of the hiring, training and evaluation of personnel.
• Handles escalated personnel situations directly, using appropriate discretion or HR advice.

Operational Management:

• Operational Management: Daily execution of deliverables to achieve productivity, quality, and efficiency goals per SLA requirements while balancing the practice area's strategic direction, objectives, and changing priorities.
• Oversight of the day-to-day operational and tactical aspects of operations or multiple or large scale projects.
• Actively seeks feedback and analyzes existing policies and procedures to identify gaps and opportunities for cost and/or quality improvements, and develops recommendations.
• Manages data capture and monthly reports, overall and individual performance for SLO/SLA compliance.
• Drives, measures, and ensures results are communicated effectively in long and short term forecasting, capacity planning, and scheduling.
• Reviews performance metrics and provides Operations or project stakeholders with written and oral summaries. Serves as key participant in team and client meetings.
• Manages scope and mitigates risk.
• Tactfully communicates sensitive information.

Financial Management:

• Responsibility and accountability to manage to the financial plan. Daily execution of the financial plan generally requires all hiring, promotion, procurement of equipment, supplies, etc. as well as the cost of special program decisions be input into a regional financial model to calculate their impact on revenue growth and gross margin.
• Strategic Planning: Determines what assets are needed and/or need to be developed to create/deliver customer value on-time, on-target, and on-budget.as defined by industry trends, customer feedback, and SOW requirements.

Key Requirements:

• Coordinates Alignment of Strategic, Tactical and Project Objectives.
• Builds expert knowledge in our industry and practice area and recommends practical improvements to the Practice Area Program Manager.
• Reviews/Manages high-level deliverables across operations or multiple large projects, impact analysis, establishing project plans, recommendations to re-engineering processes, documenting policies and procedures, setting timelines, and implementation.
• Resolves operational issues escalated by Operations Managers.
• Effectively communicates relevant project/practice information to senior management and peers in other practices.
• Enforces and complies with standard policies and procedures while meeting contracts Service Level Agreement (SLA).
• Works with Portfolio Manager and/or Center of Excellence Manager to share lessons learned and best practices.
• Evokes creative and innovative thinking from team members while helping them to bring their ideas and career plans to fruition.
• Actively notifies the Program Manager the improvement/growth opportunities/challenges.
• Responsible for the awareness and communication on all regional regulatory compliances.

Minimum Qualification:

At least 5 years of management experience in customer and client services environments. Must have proven experience in client relationship management, operations management, project management, and budget management. Previously managed multiple tiers of management with multiple direct reports in a diversified fast paced environment.

Management Requirements:

Possesses a BS/BA degree from an accredited institution or equivalent work experience.