The Operations Manager is responsible for managing delivery teams in support of Strada’s overall strategic plan. With a strong focus on driving customer satisfaction and operational effectiveness, the successful candidate will be responsible for the service delivery model execution, day-to-day operations, building strong customer relationship and team development.

• Manage phone agents for both Tier I and Tier II service levels.
• Partner with operations supervisors (4) to deliver contractual performance guarantees.
• Client reporting.
• Develop and execute plans to improve customer satisfaction and overall quality with a focus on off-shore and off-phone processes.
• Representing customer care perspective and influence decisions by integrating with domains (Benefits and HR BPO), client and shared services.
• Support new customer care implementations and drive existing client change-orders.
• Manage customer care delivery model, identifying out of scope services, and creating change requests.
• Manage and respond directly to client escalated issues.
• Share client knowledge and needs with customer care team.
• Develop knowledge/content management strategy with accountability for customer care desktop tools.
• Other duties, as assigned by your immediate supervisor and/or manager.

Required Education and Experience:

• Bachelor’s degree in related field or 2-3 years relevant experience or equivalent combination of education and experience.
• Call center operations management experience.
• People management experience.
• Client facing experience.
• Knowledge of customer service best practices and service-related best practices (high level).
• General system environment and process flow.

Preferred Education and Experience:

• Experience with an HR, payroll or benefits outsourcing provider in an operational role.

Leadership and Team Management

• Team Leadership: Leading, mentoring, and motivating a large team of call center managers, supervisors, and agents to meet performance goals and deliver exceptional customer service.
• Coaching and Development: Providing ongoing coaching and development opportunities for managers and supervisors, ensuring leadership skills are nurtured across the team.
• Performance Management: Setting clear expectations, providing feedback, and conducting performance reviews for supervisors and other direct reports to ensure high levels of team engagement and accountability.
• Conflict Resolution: Effectively managing interpersonal conflicts within the team, fostering a positive and productive work environment while maintaining professionalism.

  Strategic Planning and Execution

• Operational Strategy: Developing and implementing long-term operational strategies to enhance efficiency, improve service delivery, and achieve organizational goals.
• Budget and Resource Management: Managing the call center's budget, ensuring resources are allocated effectively to meet both short-term and long-term goals while maintaining cost efficiency.
• Goal Setting and KPIs: Setting and managing key performance indicators (KPIs) for the call center team, ensuring alignment with company objectives, and ensuring performance metrics like service levels, quality scores, and agent productivity are met.
• Risk Management: Identifying operational risks and implementing mitigation strategies to minimize disruption to services or customer experience.

  Operational Excellence

• Process Optimization: Continuously identifying and implementing process improvements to enhance call center operations, reducing inefficiencies, and streamline workflows.
• Quality Assurance: Overseeing the implementation and continuous improvement of quality assurance programs, ensuring that calls meet company standards and deliver a consistent customer experience.
• Workforce Management: Ensuring optimal staffing levels, balancing workload distribution, and managing peak times through effective scheduling and forecasting.
• Technology Utilization: Leveraging technology tools (CRM systems, call routing software, analytics platforms) to improve operations and gain insights into performance.

  Customer Service Excellence

• Customer Experience Focus: Ensuring that the call center's operations are aligned with delivering exceptional customer experiences across all touchpoints.
• Escalation Management: Overseeing the handling of complex or escalated customer issues, ensuring that agents resolve concerns quickly and effectively while maintaining customer satisfaction.
• Service Level Management: Ensuring the call center meets service level agreements (SLAs), balancing operational efficiency with the delivery of high-quality service.
• Continuous Improvement: Leading initiatives that drive improvements in customer satisfaction, loyalty, and retention through service innovations and quality initiatives.

   Data Analysis and Reporting

• Data-Driven Decision Making: Utilizing data and analytics to inform decision-making, identify trends, and drive improvements in call center performance.
• Performance Monitoring: Regularly tracking and analyzing KPIs and other performance metrics (e.g., average handling time, first call resolution, customer satisfaction) to ensure operational goals are being met.
• Reporting and Insights: Preparing and presenting detailed reports on operational performance to senior leadership, offering insights and recommendations based on data analysis.
• Root Cause Analysis: Using data to identify the root causes of operational challenges or service delivery issues, developing and implementing corrective actions.

   Change Management

• Managing Change: Leading the call center through changes in processes, systems, or organizational structure, ensuring smooth transitions and minimal disruption to service delivery.
• Process Implementation: Implementing new procedures or technologies that improve call center operations, training staff on new processes, and ensuring adoption across the team.
• Adaptability: Quickly adapting to changes in customer demand, technology, or industry standards, and adjusting operations accordingly to meet evolving needs.

   Client and Stakeholder Management

• Internal Stakeholder Collaboration: Working closely with other departments (e.g., Sales, Marketing, IT) to ensure that call center operations align with broader company goals and objectives.
• Client Relationship Management: Building and maintaining strong relationships with external clients or partners, ensuring that the call center meets their needs and exceeds expectations.
• Client Reporting: Providing regular reports to clients or stakeholders, offering performance updates and demonstrating the call center’s value in delivering customer satisfaction and achieving business outcomes.

   Compliance and Regulatory Knowledge

• Regulatory Compliance: Ensuring the call center operates within industry regulations (e.g., GDPR, HIPAA) and adheres to legal requirements related to customer data privacy, security, and communication.
• Policy Enforcement: Enforcing company policies and procedures in the call center to ensure compliance with both internal standards and external regulations.
• Audit Management: Managing internal and external audits, ensuring that operations are compliant and that any non-compliance issues are quickly addressed.

   Financial Acumen

• Budgeting and Cost Control: Overseeing the call center’s budget, monitoring operational costs, and identifying opportunities to reduce expenses without sacrificing service quality.
• Financial Reporting: Managing financial reporting and cost analysis, ensuring the call center operates within budget and meets financial performance goals.
• Resource Allocation: Ensuring that resources (staffing, technology, etc.) are allocated efficiently to achieve business objectives without exceeding budget limits.

   Employee Engagement and Retention

• Employee Motivation: Creating a positive and motivating work environment that encourages high performance, personal growth, and job satisfaction.
• Talent Development: Identifying potential leaders within the team and providing opportunities for career development and succession planning.
• Employee Retention Strategies: Developing strategies to reduce turnover and retain top talent, including employee recognition programs, career development initiatives, and work-life balance improvements.
• Employee Well-being: Promoting a culture that prioritizes employee health and well-being, ensuring that team members have the support they need to succeed in a high-stress environment.
   

Crisis Management

• Business Continuity Planning: Developing and implementing contingency plans to ensure business continuity in case of emergencies, such as system outages, disasters, or unexpected high call volumes.
• Crisis Response: Leading the team through crises, whether caused by internal issues or external factors, ensuring that customer service is not disrupted and that solutions are found quickly.
• Communication During Crises: Maintaining clear and transparent communication with both internal teams and customers during periods of crisis or high stress.

   Innovation and Future-Readiness

• Continuous Improvement Mindset: Fostering a culture of continuous improvement within the team, encouraging innovation in processes, technology, and service delivery.
• Adopting New Technologies: Staying abreast of industry trends and technological innovations (e.g., AI, automation, chatbots) to improve call center operations and enhance customer service.
• Scalability and Growth Planning: Ensuring that the call center is prepared for growth and scalability, developing plans to handle increased volumes, expanded service offerings, or new customer segments.

   Cultural Awareness and Diversity

• Inclusive Leadership: Promoting diversity and inclusion within the call center, ensuring that all employees feel valued and supported.
• Cultural Sensitivity: Understanding the importance of cultural nuances in communication and customer interactions, particularly in a global or diverse client environment.
• Fostering an Inclusive Environment: Creating an inclusive and respectful workplace where all team members can thrive and contribute to the success of the call center.

Supervisory Responsibility: Yes

Working Environment:         

• Office Environment.
• Requires use of personal computing equipment, telephone, multi-functioning printer and calculator.
• Ability to travel to and from meetings, training sessions or other business-related events, not routine.
• After-hours and weekend work is required on an occasional basis/as needed, not routine.

Physical Demands:              

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate, converse with, exchange and assess information. The employee is frequently in the stationary position but may occasionally move from this position. In addition, the employee will constantly operate office equipment, including telephone and computer with multiple screens,

This position requires the ability to occasionally lift office products and supplies, up to twenty pounds and will be in an office environment.

Benefits

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.