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Sr. Operations Manager - (Hybrid-Remote)

Maximus
Topeka, USA
Full-time
Senior · 7+ years experience
Hybrid
Discovered Yesterday
Free

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Description & Requirements

  • Essential Duties and Responsibilities:
  • - Oversee the daily operations of a team to ensure performance metrics are met.
  • - Provide action plans and timelines for performance improvement as needed.
  • - Maintain updated knowledge of performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
  • - Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
  • - Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.
  • - Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.
  • - Monitor performance goals and objectives for staff and complete related reports.
  • - Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels and escalate issues timely to Project leadership.
  • - Monitor compliance with ISO standards as applicable.
  • - Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures.
  • - Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
  • - Responsible for identifying and resolving issues, problems, and concerns with employees.
  • - Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
  • - Provide direction to staff when complaints are escalated to management level.
  • - Performs other duties as required by Project leadership.

Minimum Requirements

  • - Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
  • - Three (3) or more years of people management experience.

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