Operations Manager

Job description

• Support a positive environment among all the teams.
• Supervise all administrative and operational questions regarding the managed teams and projects and ensures proper client communication on this matter.
• Scheduling management including backup system implementation
• Gather and analyze reports from TLs teams (attendance, performance, client daily status). Suggest solutions for improvement if needed.
• Conduct One-on-One meetings on a daily/weekly/monthly basis with each of the TLs in order to discuss updates and feedback, or any other project/non-project-related topics.
• Coordinate and lead the regular or ad-hoc meetings with all of the TLs in order to discuss weak points of the business, improvements and simple brainstorming on optimization.
• Inform the management team of the status of the project (Co-Founders, CSM).
• Work on improving the performance of the organization by adding new technologies, ideas, methodologies, trainings etc.
• Cooperate with CSMs on getting the Clients’ feedback on the project progress.
• Ensure that all tasks on the projects are being completed correctly and within set deadlines by Team Members.
• Bring up to the Management team's attention to replace and/or dismiss team members unable to satisfactorily perform their job or who blatantly break company rules.
• Supervise initial Project training of the Newcomer during the Onboarding process, make sure all manuals are in place.
• Evaluate Team Members' performance (incl filling out appraisal forms).
• In accordance with the situation on the project, clients' expectations, and team performance, develop a strategy that the team will use for achieving their goal.
• Analyze statistics or other data to determine the level of customer service or other services the team is providing
• Deliver all available Clients’ feedback, reports, requests, and deadlines to team members and Management Team.
• Develop KPI, OKR, scorecards, and other measures development for Team members' success on all the accounts.

Requirements

• At least 2 years of proven working experience in project management, virtual or administrative assistance
• Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. Excel, MS Word, PowerPoint, etc...), Google Tools
• Experience with Asana, Trello, etc
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Strong working knowledge of Microsoft Office

We offer

• Competitive compensation linked to USD rate;
• Medical and Life insurance after the trial period;
• English classes with a native speaker;
• Schedule from Monday to Friday 10.00-19.00 (Polish Time)
• Corporate training and parties.