Operations Manager
3 tygodni temu
Operations Manager - Las Vegas
Req ID#: 386176US
Job Description:About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Winner of Comparably’ s Award for Best Global Culture for the past 3 years Gold Stevie Award Winner for Great Employers Winner of The Business Intelligence Group’s 2024 Best Place to Work award Military Spouse Friendly Employer Rated by Comparably among the Top 100 highest-rated Companies for DiversityRead more about our culture:
Job Summary
Manage first-line supervisors responsible for managing the daily operations of a team of representatives handling customer inquiries and issues. Ensure client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met. Provide leadership and management to associates; provide training and development of supervisory team. Coach and mentor team supervisors. Regularly conduct supervisory team meetings. Supervise multiple teams for one or more clients.Job Summary
Responsibilities:
Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site. Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent. Line management responsibility for Coaches/Team Managers who manage the daily operations of a team of Agents/Advisors handling customer questions and issues. Supervisory responsibility for multiple teams with more than one client. Conduct meetings with Coaches/Team Managers as needed. Ensure PEAKOS metrics are consistently achieved, and appropriate actions taken to address any shortfall. Undertake formal quarterly performance reviews and one-one-one meetings with direct reports against KPI’s. Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary. Management of any campaign migration or new business implementation. Ensure actions from the Employee Satisfaction survey are implemented and continuously reviewed. Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development. Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality. Coordination of responses to any client change control requests. Ensure call monitoring is undertaken in line with PEAKOS and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall. Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed. Management of any client escalations relating to the Operational team’s performance. Apply process for tracking client satisfaction and complaints in terms of response and resolution. Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed. Prepare, analyze and present data to the client as part of monthly performance reviews. Action commercial decisions affecting P&L. Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools. Ensure integrity and accuracy of financial reporting and analysis on both site and client level. Ensure budgeted revenue and EBITDA is achieved by ensuring clients are invoiced for all ’billed hours’. Perform other duties as assigned.Experience:
Minimum – 2+ years of directly related experience, preferably in a customer support environment. Minimum of two years supervisory experience desired. Stable background as product specialist, technical support agent or customer service advisor.Primary Job Responsibilities
Education
Minimum – Four-year college degree in business management/administration or equivalent combination of education and directly related experience.Pre-employment Requirements:
Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.
Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.
Skills/Knowledge/Abilities
Education
Experience Target
Specialized Certifications
Job Segment: Operations Manager, Business Intelligence, Manager, Technical Support, Operations, Technology, Management
-
Revenue Operations Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Billwerk Pełny etatLocation: Paris, Frankfurt, Copenhagen preferred by flexible in EuropeBiLLWERK+ is an ambitious SaaS company striving to become the dominant subscription-optimization platform in Europe within the next 4-5 years. As an easy-to-use subscription billing and online payment platform, we offer our clients a seamless, efficient experience. Since our establishment...
-
Operations Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Foundever Pełny etatOperations Manager - Las Vegas Req ID#: US Job Description: About UsFoundeverTM is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to...
-
SAP Operations Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Lyreco Group Pełny etatSAP Operations ManagerSecuring stability and operational excellence of SAP and landscape applications via effective management of team resources.Securing professional growth of all team members and effective succession plan by facilitating knowledge transfer among team members by enforcing regular training and mentorship of less experienced team members by...
-
Sr. Compliance Associate with Turkish, Compliance Operations
2 tygodni temu
Gdańsk, Pomerania, Polska EcoPlanet Green Operations GmbH Pełny etatDescriptionThe Global Solutions and Risk Compliance (GSRC) team ensures that Amazon transactions satisfy legal and safety requirements in accordance to the guidelines across global marketplaces. We proactively identify risks involved for Amazon while doing business in various countries and enable smooth flow of products across international borders.A...
-
Finance Operations Section Manager
1 tydzień temu
Gdańsk, Polska ISS Pełny etatTo our Global Finance Service Centre based in Gdańsk, we are looking for Finance Operations Section Manager who will participate in the migration, implementation and stabilization of new and existing RTR processes and systems. Once stabilized, the Finance Operations Section Manager will oversee the end-to-end processes and reporting, including...
-
SAP Operations Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Lyreco Advantage Pełny etattechnologies-expected :SAPresponsibilities :Securing stability and operational excellence of SAP and landscape applications via effective management of team resources.Securing professional growth of all team members and effective succession plan by facilitating knowledge transfer among team members by enforcing regular training and mentorship of less...
-
SAP Operations Manager
4 tygodni temu
Gdańsk, Polska Lyreco Group Pełny etatSAP Operations Manager Main Responsibilities: Securing stability and operational excellence of SAP and landscape applications via effective management of team resources. Securing professional growth of all team members and effective succession plan by facilitating knowledge transfer among team members by enforcing regular training and...
-
SAP Operations Manager
1 miesiąc temu
Gdańsk, Polska Lyreco Group Pełny etatSAP Operations Manager Main Responsibilities: Securing stability and operational excellence of SAP and landscape applications via effective management of team resources. Securing professional growth of all team members and effective succession plan by facilitating knowledge transfer among team members by enforcing regular training and...
-
SAP Operations Manager
3 tygodni temu
Gdańsk, Polska Lyreco Group Pełny etatSAP Operations Manager Main Responsibilities: Securing stability and operational excellence of SAP and landscape applications via effective management of team resources. Securing professional growth of all team members and effective succession plan by facilitating knowledge transfer among team members by enforcing regular training and...
-
IT Operations Manager
4 tygodni temu
Gdańsk, Polska Nordea Bank Pełny etatJob ID: 24379 Would you like to work with the Common Data Warehouse (CDW) Tech Application Management Team as a IT Service Manager? We are now looking for a IT Service Manager to operate, monitor, optimize and automate our application. At Nordea, we know our customers’ needs are changing – and we’re deeply committed to meeting them with the...
-
SAP Operations Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Lyreco Group (Italy) Pełny etatSAP Operations ManagerMain Responsibilities: Securing stability and operational excellence of SAP and landscape applications via effective management of team resources. Securing professional growth of all team members and effective succession plan by facilitating knowledge transfer among team members by enforcing regular training and mentorship of less...
-
IT Operations Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Nordea Bank Pełny etatJob ID: 24379 Would you like to work with the Common Data Warehouse (CDW) Tech Application Management Team as a IT Service Manager? We are now looking for a IT Service Manager to operate, monitor, optimize and automate our application.At Nordea, we know our customers' needs are changing – and we're deeply committed to meeting them with the financial...
-
IT Operations Manager
4 tygodni temu
Gdańsk, Pomerania, Polska Nordea Bank Pełny etatJob ID: 24379 Would you like to work with the Common Data Warehouse (CDW) Tech Application Management Team as a IT Service Manager? We are now looking for a IT Service Manager to operate, monitor, optimize and automate our application.At Nordea, we know our customers' needs are changing – and we're deeply committed to meeting them with the financial...
-
IT Operations Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Nordea Bank Norge ASA Pełny etatPress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert Job ID: 24379 Would you like to work with the Common Data Warehouse (CDW) Tech Application Management Team as a IT Service Manager? We are now looking for a IT Service Manager to operate, monitor, optimize and automate our application. At Nordea, we...
-
Senior Manager Global Service Operations
2 tygodni temu
Gdańsk, Pomerania, Polska Northvolt Pełny etatWe are looking for a dedicated and driven Senior Manager, Global Service Operations to join us in our mission to contribute to a greener future. ****About the job: This pivotal role offers the unique opportunity to lead the global scaling of our battery system service companies. In this position, you will be responsible for setting and executing strategies...
-
Global Operations Transformation Project Manager
2 tygodni temu
Gdańsk, Pomerania, Polska Iron Mountain Pełny etatAt Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable...
-
Junior operations manager
3 dni temu
Gdańsk, Trójmiasto, Polska In4ge Sp. z o. o. Pełny etatin4ge to spółka z wieloletnim doświadczeniem, należąca do grupy zajmującej się tworzeniem autorskich produktów IT wspierających biznes. Specjalizujemy się w usługach rekrutacyjnych oraz dostarczaniu swoim partnerom biznesowym specjalistów IT oraz całych zespołów projektowych realizujących usługi programistyczne, analityczne, testerskie oraz...
-
Business Services Operations Manager with German
2 tygodni temu
Gdańsk, Polska ERGO Technology & Services Pełny etatAbout UsERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies' strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external...
-
Business Services Operations Manager with German
3 tygodni temu
Gdańsk, Trójmiasto, Polska ERGO Technology & Services Pełny etatAbout UsERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external...
-
Marketing Operations, Senior Specialist
2 tygodni temu
Gdańsk, Pomerania, Polska Teamwork, Ltd. Pełny etat's mission is to make teams who deliver client work become efficient, organised, profitable and happy Our platform has revolutionised how companies manage their daily workflows for improved automation, productivity, and profitability. It acts as the 'one-stop-shop' project management solution enabling our customers to track, manage, and invoice their...
