Position: Operations Manager

Contract Duration: 1 year Renewals

Work Site: 5750 Epsilon, San Antonio, TX 78249

Core Responsibilities

• Read and understand statement of work for assigned account(s) and ensure service desk adherence to contracted service support
• Responsible for people management, operational efficiency, operational quality and service performance
• Take customer and account office requirements fully into account when making proposals and carrying out work
• Supervise management staff including multiple account supervisors and process analysts
• Provide clear guidance to management staff where required
• Take a structured and effective approach to daily activities
• Analyze, diagnose, design, plan and execute effective staffing models to meet customer demand while optimizing operational cost efficiency and meeting service delivery metrics
• Evaluate scope of additional services/volume and determine impact to team adjusting where necessary
• Ensure the operation is receiving proper cost recovery for delivered services
• Effective verbal and oral communication with clients, customers, colleagues and subordinates
• Work effectively under broad direction
• Takes responsibility for work performed and decisions taken
• Regularly discusses goals and expectations with staff
• Removes obstacles for others ensuring continuous focus on end goal
• Maintains a view of the wider picture, even in very complex situations, evaluating interim results and their effect on achieving the overall goal
• Selects appropriate methods of communication to suit the message, purpose and intended audience
• Provide feedback to account teams and operations management on status of account activities
• Effectively summarizes complex and abstract information to communicate a clear understanding across different audiences
• Wins the support of influential colleagues within the organization for new plans and ideas
• Helps team understand corporate reasoning for chosen direction
• A high level of consistency between communications and actions
• Recognizes potential areas of conflicts and acts as a role model in creating resolutions
• Identifies the customer's needs and is dedicated to satisfying those needs while keeping company s interest in focus
• Takes every customer complaint, problem or desire seriously and attempts to take appropriate action
• Vision to identify developing talent and mentor into management candidates
• Demonstrates an active interest in the viewpoints of all team members
• Shares relevant information with team members
• Considers the interest of the group, placing the common goal above own goal
• Attempts to identify the underlying causes of problems and the full range of potential solutions
• Ability to separate high priority issues from side-issues
• Ability to weigh the advantages and disadvantages of alternative solutions
• Has an open mind towards new ideas and new ways of problem solving
• Works effectively in situations which are uncertain or ambiguous
• Can easily change focus from one task to another

Preferred Qualifications

• Motivational and leadership skills
• Customer focused
• High take charge initiative
• Ability to quickly react to dynamic service delivery requirements
• Strong organizational skills with the ability to prioritize
• Ability to interact with HR and maintain confidentiality
• Strong communication and presentation skills
• Ability to work with limited supervision

Minimum Requirements

• Multiyear, diverse experience in service desk or related contact center type leadership positions
• Four-year degree in Business or IT related field or equivalent work experience