53 Operations Manager Jobs in Fayetteville, NC
Sitel Group is Hiring an Operations Manager Near Fayetteville, NC
Supporting 9 million customer conversations every day in 60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
- Winner of Comparably’ s Award for Best Global Culture for the past 3 years
- Gold Stevie Award Winner for Great Employers
- Winner of The Business Intelligence Group’s 2024 Best Place to Work award
- Military Spouse Friendly Employer
- Rated by Comparably among the Top 100 highest-rated Companies for Diversity
Job Summary
- Manage first-line supervisors responsible for managing the daily operations of a team of representatives handling customer inquiries and issues.
- Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.
- Provide leadership and management to associates; provide training and development of supervisory team. Coach and mentor team supervisors. Regularly conduct supervisory team meetings. Supervise multiple teams for one or more clients.
- Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site.
- Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
- Line management responsibility for Coaches/Team Managers who manage the daily operations of a team of Agents/Advisors handling customer questions and issues.
- Supervisory responsibility for multiple teams with more than one client.
- Conduct meetings with Coaches/Team Managers as needed. Ensure PEAKOS metrics are consistently achieved, and appropriate actions taken to address any shortfall.
- Undertake formal quarterly performance reviews and one-one-one meetings with direct reports against KPI’s.
- Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
- Management of any campaign migration or new business implementation.
- Ensure actions from the Employee Satisfaction survey are implemented and continuously reviewed.
- Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
- Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
- Coordination of responses to any client change control requests. Ensure call monitoring is undertaken in line with PEAKOS and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
- Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed. Management of any client escalations relating to the Operational team’s performance.
- Apply process for tracking client satisfaction and complaints in terms of response and resolution.
- Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
- Prepare, analyze and present data to the client as part of monthly performance reviews.
- Action commercial decisions affecting P&L.
- Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools.
- Ensure integrity and accuracy of financial reporting and analysis on both site and client level. Ensure budgeted revenue and EBITDA is achieved by ensuring clients are invoiced for all ’billed hours’. Perform other duties as assigned.
- Minimum – 2 years of directly related experience, preferably in a customer support environment. Minimum of two years supervisory experience desired. Stable background as product specialist, technical support agent or customer service advisor.
- Minimum – Four-year college degree in business management/administration or equivalent combination of education and directly related experience.
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
Skills/Knowledge/AbilitiesEducation
Experience Target
Specialized Certifications
Job Summary
Full Time
Business Services
$98k-123k (estimate)
06/23/2024
07/21/2024
sitel.com
NASHVILLE, TN
>50,000
1994
Private
BERT QUINTANA
$1B - $3B
Business Services
Related Companies
About Sitel Group
SITEL provides telemarketing and business processoutsourcing services for call centers to increase their sales and revenue.
The job skills required for Operations Manager include Leadership, Customer Service, Scheduling, Analysis, Accountability, etc. Having related job skills and expertise will give you an advantage when applying to be an Operations Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Operations Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Operations Manager positions, which can be used as a reference in future career path planning. As an Operations Manager, it can be promoted into senior positions as a Senior Operations Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Operations Manager. You can explore the career advancement for an Operations Manager below and select your interested title to get hiring information.
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