Operations Manager (Call Center)

Job Description: Operations Manager

Job Type: Full Time

Job Location: Brooklyn, NY (onsite)

About Us:

Established in 1997, PruTech is committed to innovative problem-solving, solution creation, and fostering strong client partnerships. Serving a diverse array of industries, from government to finance, retail, and manufacturing, PruTech operates from strategic locations including New York City, Washington DC, North Carolina, and boasts a nearshore office in Mexico City and multiple offshore offices in India.

With over two decades of experience in Information Technology and system integration, PruTech offers a comprehensive suite of services to meet evolving technological needs:

• Project-based system integration
• Custom software solutions
• Package implementations
• Consulting and advisory services
• Big data and analytics
• Nearshore and offshore services

At PruTech, we are dedicated to shaping the future of technology and driving success for our clients through innovative solutions and strategic partnerships.

Job Summary

The Operations Manager/Project Manager will be on-site and manage 40+ staff who work across five public-facing units that handle distinct functions regarding the Transit Adjudication Bureau (TAB) Notice of Violation processing. S/he should have excellent project management, organizational management, customer service, and problem-solving skills to support the operations of the TAB agency.

Responsibilities:

Oversee and advise on matters related to the day-to-day TAB administrative functions, including human resources, procurement, budgeting, and contract management (~$13M total budget), and maintain appropriate records, tracking systems, and controls related to TAB’s administrative functions

·        Track the progress of the project and evaluate whether the Contractor is meeting contractual obligations

·        In collaboration with TAB Administrators, provide executive-level project management support and oversight on critical projects and serve as a resource to TAB staff to ensure the smooth implementation of projects

·        Provide timely updates to the TAB’s Executive Director and other stakeholders, identifying unanticipated challenges and strategies for addressing those challenges

·        Evaluate Standard Operational Procedures and business functions and make recommendations for improvements

·        Ensure TAB reference manuals are up to date and prepare current editions of all TAB reference manuals annually

·        Prepare biweekly payroll reports and monthly staffing invoice

·        Recruit and hire talent as necessary

·        Serve as Contractor’s liaison between on-site staff and HR Dept

Qualifications:

·        Effective proven ability to successfully guide and manage multiple high-priority projects simultaneously and to organize and drive projects to timely completion Bachelor’s degree required

·        Experience with financial management and/or procurement

·        Experience developing, documenting, implementing, and monitoring policies and procedures

·        Highly organized with strong follow-through and acute attention to detail

·        Excellent judgment and outstanding analytic, problem-solving, and creative thinking skills

·        Proven experience effectively managing staff and supporting team members in achieving objectives

·        Ability to work quickly under pressure while still ensuring a high-quality work product.

·        Experience and proven ability to cultivate partnerships with diverse stakeholders

·        Ability and willingness to take initiative and work collaboratively

·        Excellent communication (written and oral) skills

·        Proficient in PowerPoint, Microsoft Excel, Access, Word, and Outlook

PruTech abides by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.