The Sr. Operations Manager leads, guides, and directs the daily operational and client performance of a group of Team Supervisors who have responsibility for a group of customer contact center employees, who are responsible for meeting and exceeding client expectations.   The ideal Operations Manager will find excitement in leading and developing Team Supervisors and Customer contact center employees. The Operations Manager also promotes a positive work environment designed to enhance employee engagement, satisfaction and retention. Last but not least, the Operations Manager will coach employees to succeed in all areas of compliance with business policies and practices to ensure legal compliance.

• Manages performance on the specified program(s) to meet and exceed all client and/or company expectations. Ensure KPI’s are achieved. Communicate with the client regarding KPIs.
• Oversees and manages the program(s) performance goals in order to make necessary process adjustments, ensure that ibex policies, procedures, and standards are followed and adhered to.
• Directly supervises Operations Managers. Responsibilities include interviewing and hiring advisors; planning, assigning, and directing work; appraising performance; rewarding and disciplining advisors; addressing complaints and resolving problems.
• Manage information flow between the Team Managers and the Operations Manager(s)
• Co-facilitate associate satisfaction throughout the program(s) through incentives and floor-wide activities. Includes holding round tables to gauge associate satisfaction.
• Coordinate any AD-HOC training delivered by ibex or client to ensure participation and completion in a timely manner.
• Participates in client calls, visits, meetings, and joint calibration sessions.
• Partners with others for feedback and support with those involved with client programs, including other contact center Management, Training, Recruiting, Client Services, Human Resources and Information Technology.
• Understands cost strategies, contributes to budget/expense management and recommends solutions and changes for improving overall Contact Center financial performance.
• Develops operational client relationships.
• Identifies further opportunities for process improvement.
• May perform additional duties and responsibilities, and assist with special projects, as assigned.

• Progressive experience as Senior Ops Manager
• Bachelor’s Degree in Business or related field preferred
• Versed in MS Office Applications
• Strong leadership and “people management” skills
• Must demonstrate strong multitasking and communication abilities
• Satisfactory performance rating in current management position.
• Must possess strong organizational skills
• Skilled at setting and implementing Strategic Direction
• Strong knowledge of Call Center Technology