Job Title: Senior Operations Manager Location: Staten Island , NY Compensation: 100k
Job Description: The Senior Operations Manager is responsible for oversight of the daily operations of all Customer Service functions, including the Call Center , Operations and Walk-in Centers . In addition, this position will have oversight and management of key staffing subcontractors on the program.
This position will report directly to the Program Manager and will have direct supervision over several key Functional Departmental Managers, and indirectly be responsible for over 300 front line employees. They will ensure there is compliance with required contract performance standards and will have heavy interaction with 3 key client contacts. Preparation of financial budgets, management of P&L Statements and forecasting responsibilities are included.
Key Functions · Lead all of the customer-facing functions across the program · Manage to departmental P&L responsibilities and provide input into the budget and forecast process · Ensure that all performance standards are met and that a high level of customer service is provided to all internal and external customers · Coach, develop and lead direct reports in all areas of people management activity · Work closely with vendors/subcontractors to ensure that quality standards are met · Drive continuous improvements to departmental processes to increase productivity, enhance the customer experience and reduce costs and risks through operational and technological enhancements. Observe and evaluate existing processes and then make the necessary changes and adjustments to achieve greater efficiency and success · Build a culture of excellence and exceptional customer service. Promote and champion team spirit, morale and engagement through employee recognition and effective communication. · Develop, track and monitor key Customer Service metrics to manage the organization effectively · Establish and develop relationships with key stakeholders across the program and with our client Project Managers · Monitor customer escalations, issue trends and workload forecasting · Ensure excellent internal communication to help foster a customer-centric operation · Identify opportunities for additional revenue by gaining a thorough understanding of the customer's business needs and assist with developing proposals for such opportunities · Some domestic travel may be required to meet with clients, vendors, subcontractors and customers.
Qualifications: · This individual must have the proven ability to manage a large staff of at least 200+ employees in a fast-paced, dynamic environment and have strong communication and customer service skills.. · Experience in the Electronic Toll Collection Industry is preferred. · Experience in large scale program and project management, coordination of services subcontractors' activities to meet scope, schedule and budget · Ability to make operational decisions in a fast paced, high stress environment · Ability to remain calm and exercise tact and diplomacy in researching and resolving customer complaints and in dealing with employees · Ability to work independently with limited management supervision · Demonstrate strong organizational, multi tasking and interpersonal communication skills along with proven negotiation and client relationship skills · The individual in this position must have strong analytical and verbal/written communication skills. They must be detail-oriented and must be proficient in all areas of customer service. Strong inter-personal skills are required to be successful in this role.
Education: · A Bachelor's Degree, is preferred, along with a minimum of 5 years' related management experience is required.
Immediate and Continuous Goals and Objectives: · Customer Focus: Able to recognize and respond to customer needs; maintain a customer service focus and develop proactive solutions to customers' issues. · Listening, Understanding, and Responding: Able to use proactive listening skills or attend to non-verbal cues to better understand others' perspectives, behaviors, and motivations; able to communicate clearly about shared tasks, customer needs, the activities of other groups in the organization, and external influences; able to act with integrity and professionalism. · Teamwork: Able to treat all employees with cooperation and respect; able to consider the perspectives of other departments; able to help resolve any conflicts. · Problem Solving: Able to recognize problems and help identify solutions. · Valuing Diversity: Able to monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds. · Flexibility: Able to adapt behavior and opinions to different situations, individuals, or changing company priorities. · Personal Motivation: Able to display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard. · Self-Control: Able to remain calm and professional through stressful circumstances; able to solve problems and meet deadlines in difficult circumstances; able to help others manage stress. · Action Orientation: Able to follow instructions or take action and address opportunities with little supervision; able to take extra steps to prevent mistakes or create opportunities.
Best wishes and keep networking alive,
Rod Colón Career Coach, Master Networker, Professional Speaker & 732-367-5580 (office) |
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