Assistant operations manager

We are a leading Business Process Management (BPM) company, providing customer-centric business process services. Our network of delivery centers are spread across India, the Philippines, Sri Lanka, the UK and the US.

Provides direct leadership to call center management team and is responsible for overall performance as evidenced in quality of customer interactions, compliance to policy and processes, talent development and retention, achievement of defined agent and manager goals, adherence to budget, and revenue.

**Essential Duties and Responsibilities:** * To provide enlightened leadership to the management and non-management teams to achieve desired service levels, expense control, employee development, and knowledge management including defining departmental policies, process, and training. * Proactively identify service delivery failures and escalate issue/impact to appropriate business owners * Lead and direct activities which will ensure ongoing evaluation of performance and continuous improvement initiatives to drive effectiveness and efficiency in the department. * Provide performance analysis to implement action plan strategies to improve overall performance * Be a resource for policy, procedure, and human resources questions/issues. * Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements. * Develop and maintain strong interpersonal relationships with peers throughout the organization to ensure effective communications are established and service goals are clearly understood. * Take on projects as necessary * Must be flexible * Provide performance updates to Senior Leaders * Monitors relationship with client and actively seeks to add value the relationship * Provides recommendations for hiring and firing and conducts performance reviews * Develops operating goals and objectives for all departments that support the service center goals and objectives. * Monitors service and revenue and makes recommendations for cost effective operations of Customer Service * Ensure daily Line adherence goals are met * Participate in capacity planning meetings * Responsible for motivation of all staff * Analysis and reporting * Partner closely with clients * Will need to adhere and meet SOW requirements

*** Foundation Knowledge, Skills, and/or Abilities Required:** * To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness. * Proven leadership skills to effectively develop, lead, inspire and motivate a high performing team. * Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions. * Detail orientation, organizational, prioritization and time management skills; experience building daily/weekly structure in schedules preferred. * Strong understand of SL and staffing management * Excellent written and verbal communications skills. * Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all * levels of management. * Able to work constructively under stress and pressure and perform tasks efficiently. * Possess strong and analytical PC skills. * Ability to adapt to an ever-changing environment * Ability to embrace workload flexibility to meet the fluctuating demands of the client * Knowledge and understanding of Company Financial reports * Knowledge of performance evaluation procedures * Knowledge of budgeting cost estimating, and fiscal management principles and procedures. * Ability to build cohesive teams **Educational/Vocational/Previous Experience Recommendations:** * College degree is a plus. * Minimum 1 year management experience in a customer service environment. * Must be a current VZW program Team Leader * Working Conditions: * Normal office environment. * Must be able to sit for extended periods of time.