What are the responsibilities and job description for the Operations Manager position at ID.me?
Operations Manager
Operations Manager for ID.me will be responsible for directly managing a team of 5-10 Leaders (directly) and over 50-100 reps (indirectly), focusing on performance and efficiency in our customer support efforts.
Responsibilities
- Determines call center operational strategies by evaluating team results and objectives
- Deliver regular feedback and directly manage the performance of 5-10 Team Leads
- Monitor team performance and provide tools if necessary
- Prepares performance reports by collecting and analyzing data
- Assist in the development and growth of high-performing representatives, identifying top performers for promotion
- Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
- Manage the Team Leads, working closely with them to execute needs across day-to-day technical coverage and representative development
- Handle escalations and dive into urgent support issues where needed
- Manage site operations including communication with cleaning staff and security as needed
- Helps agents with challenging customer service issues
- Other duties/projects as assigned
Qualifications
- Must be willing to work any shift in the hours of operations, starting with 4p-12a 3 days a week, and 5:30p-2a 2 days a week with the ability to flex to day shift as needed
- Must have 3-5 years of leadership experience
- 2-3 years experience managing a team of operational or customer support staff (experience may be supplemented with education)
- 3 years customer focus and customer service skills
- Demonstrated ability to monitor and evaluate quality and performance management
- Ability to remain calm and in control of a situation
- Excellent written and verbal communication skills
Preferred
Experience with Tableau Reporting, Google suite and/or Metabase
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