Overview
On Site
Depends on Experience
Contract - W2
Contract - Independent
Contract - 1 Year(s)
Skills
Operations Manager
cost efficiency
operations management
oral communication
organizational skills
people management
staff
IT Manager
IT Management
IT Operations
Job Details
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