Operations Manager

Active Supervision

· Day-to-day management and mentoring and conducting performance management of Team Leadership

· Uses, develops, and applies best practices for Business Process Outsourcing environment.

· Responsible for on-boarding new clients/projects.

· Ensure correct quality control procedures are carried out.

· Facilitate team and client meetings effectively.

· Proactively solve project issues with the Team Lead and Player Engagement Manager before they impact the project.

· Uphold studio policies, processes, and security procedures.

· Implement any process changes/improvements accordingly.

· Resolve conflicts/issues and escalate to others as appropriate.

· Hold regular status meetings with project team.

· Manage, lead, and motivate Team leads.

· Interact with local Team Leads face-to-face daily and virtually for remote Team Leads

· Track and achieve targets of the project’s KPIs.

Training & Coaching

· Along with the other Project Managers, take charge of the professional development of their Team leads.

· Mentor and train new Project Managers

· Provide weekly positive and constructive performance feedback to Leads.

· Conduct weekly one-on-one coaching sessions with assigned employees.

· Provide both positive recognition and warnings appropriately.

· Help identify areas where training material may need revision.

· Mentor and support any other assigned employees.

Client Management

· Develop and foster lasting relationships with client personnel.

· Manage day-to-day client interaction in conjunction with project teams.

· Manage and lead client interactions and meetings.

· Responsible for client account management

· Participate in and lead proposal efforts where necessary, including completing project scoping.

· Set and manage client expectations appropriately.

• o Be able to find solutions to client requests when possible.
• o Be able to decline client requests in an appropriate manner when necessary.

· Communicate effectively with clients to identify needs and evaluate alternative business solutions.

· Cross-sell services to clients when possible and appropriate

· Continually seek opportunities to increase customer satisfaction and deepen client relationships.

Training & Coaching

· Provide daily positive and constructive performance feedback to agents and senior agents.

· Provide both positive recognition and reminders appropriately.

· Provide monthly evaluation feedback to agents and senior agents through Quality Control results.

· Mentor and support all staff including new Team Leads.

· Help identify areas where training material may need revision or updates.

Administration

· Ensure project documents are complete, current, and stored appropriately.

· Track and manage project budgets.

· Ensure timely and accurate billing.

· Analyze project profitability, revenue, margins, bill rates and realization.

· Manage resources planning and scheduling in partnership with the Coordination team.

· Report project statuses and information to the management team on a regular basis.

· Initiate post project reviews and action any process changes/improvements accordingly

· Communicate employee warnings and actions taken to Human Resources

Passive Supervision

· Review the projects’ variances and issues with the Leads and manage their resolution in a timely fashion.

· Primary point of contact for internal queries raised by the Leads.

Other Tasks

· In addition to the above, the employee is expected to complete any other tasks deemed necessary.