Operations Manager - Luxury retail and Call center
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Key skills for this role
About the Role
Concentrix Corporation is seeking an Operations Manager for luxury retail and call center operations. The role involves managing client SLAs, maximizing revenue, leading a team of team leaders, and driving operational performance.
Key Skills for This Role
Responsibilities
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short term financial projects
- Select, train, develop, and manage performance of direct reports and their associates
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies
- Conduct regular one on ones with direct reports to review individual performance and offer coaching
- Create a positive work environment through employee engagement; resolve employee relation issues
- Participate in cross functional meetings to review information from operational support functions and define action plans
- Implement best practices and over deliver for clients, evaluate staffing needs, and make adjustments
- Attend business reviews with the client
- Handle a team of team leaders
Requirements
- Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience)
- Call center experience preferred
- Demonstrated ability to coach and develop action plans
- Demonstrated ability to analyze and improve work processes
- Excellent communication skills, both written and verbal
- Demonstrated ability to organize and prioritize projects in a fast paced environment
- Willingness to work a flexible schedule
Full Job Posting
Essential Functions/Core Responsibilities
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
- Conduct regular one on ones with direct reports to review individual performance, the performance of their team and offer on going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions Training, HR, Quality, WFM, TA. and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders
Candidate Profile
- Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
- Call center experience preferred
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanor
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Demonstrated ability to organize and prioritize projects in a fast paced and deadline oriented business environment
- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
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