Operations Manager

hace 7 días

Xico, México Universal Language Service, Inc A tiempo completo

About the Role:

Universal Language Service, Inc. is seeking an experienced Contact Center Operations Manager to oversee the day-to-day operations of our Contact Center, Scheduling department, internal ASL team, and remote interpreter services team. The ideal candidate will have a strong background in operations management, with experience in managing a call center and preferably in the language interpreting and translation services industry.

Key Responsibilities:

  • Manage the day-to-day operations of the Contact Center, Scheduling department, internal ASL team, and remote interpreter services team.
  • Oversee the American Sign Language scheduling for in-person contracts and video remote sessions.
  • Maintain and increase the efficiency of overall job fill rates, while ensuring the 24/7 operations team meets operational goals.
  • Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Manage 24/7 oversight of OPI/VRI interpreter services team.
  • Monitor service calls to observe staff demeanor, accuracy, and conformity to company policies; provide feedback as needed.
  • Monitor and analyze productivity of Contact Center staff; generate reports based on analysis of KPIs.
  • Ensure contract SLA's are communicated to the contact center team and being met monthly, quarterly, and annually.
  • Maintain collaboration with Contract Manager for HCA, DSHS, and DCYF, to ensure Contact Center is fulfilling contract expectations.
  • Identify and resolve problems; prepare documents, and complete action plans; execute process improvement and quality assurance programs.
  • Prepare Contact Center performance reports by collecting, analyzing, and summarizing data and trends.
  • Produces daily reports for leadership team to update on daily, weekly and monthly tasks accomplished and planned.
  • In collaboration with the senior management team, meets Contact Center financial objectives by estimating requirements; prepares an annual budget; schedules expenditures; analyzes variances; initiates corrective actions.
  • Develops a continuous improvement strategy. Utilizes metrics to create accountability for each sub-division focused on cost reduction and efficiency improvement.
  • Develops knowledge of using phone system and contact center communications solutions.
  • Develops knowledge on using Salesforce platform to produce reports, set up dashboards, etc.
  • Works closely with Contact Center Operations team (team leads) to ensure all operational, administrative, and compliance functions within the company are being properly executed in accordance to regulatory-based best practices.
  • In collaboration with senior management team, plans, develops, organizes, writes, and edits operational procedures, manuals, knowledge base, employees' tests and quizzes, produce tutorials to help end-users use a variety of portals and applications.
  • Handles escalated incidents with interpreters and/or customers regarding employee and contractor performance.
  • Provides leadership, communication, and coaching to employees; cultivates a motivated employee environment of trust, teamwork, accountability, self-confidence, and business ownership.
  • Ensures that company operations comply with federal, state, local, and/or company policies and regulations.
  • Serves as backup for Help Desk in troubleshooting basic phone equipment settings.
  • Responds to calls from after-hours staff to address concerns requiring urgent attention.
  • Demonstrate exemplary discipline and work ethic for fellow employees and subordinates.
  • Accomplishes Contact Center human resource objectives by participating with HR in recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; recommends compensation actions; enforces policies and procedures; staff shifts schedule and capacity planning for 24/7/365 Contact Center; monitors staffs' attendance and punctuality.
  • Participates in meetings as a subject matter expert, as needed.
  • Maintains professional and technical knowledge by tracking emerging trends in Contact Center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; participates in professional societies.
  • Attends meetings with leadership team and with other department managers to discuss news, events, policy changes, campaigns, and other such topics to make sure everyone is on the same page.
  • Stays up to date on industry regulations, trends, and technology.

Requirements:

  • Bachelor's degree (B. A.) or equivalent, three to five years related experience, or equivalent combination of education and experience.
  • Basic competence in duties and tasks of supervised employees.
  • Strong organizational, problem-solving, and analytical skills.
  • Ability to manage priorities and workflow.
  • Excellent customer service and interpersonal skills.
  • Demonstrated ability to supervise and motivate subordinates.
  • Good judgement with the ability to make timely and sound decisions.
  • Creative, flexible, and innovative team player.
  • Commitment to excellence and high standards.
  • Excellent written and verbal communication skills.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
  • Proficient on Microsoft 365 Office.
  • Previous experience working in the language services industry managing operational teams preferred.

  • Operations Manager

    hace 2 días

    Xico, México Wallenius Wilhelmsen A tiempo completo

    Job Title: Operations SuperintendentOverview:We are seeking a highly skilled Operations Superintendent to join our team at Wallenius Wilhelmsen. This role will be responsible for coordinating all operations supervisors onsite, creating strategies to meet customer needs, and working closely with the Operations Manager to achieve safety, quality, and...

  • Product Operations Manager

    hace 2 días

    Xico, México Edenred Italia S.R.L. A tiempo completo

    {"title": "Product Operations Manager", "content": "Product Operations ManagerAt Edenred Italia S.R.L., we're looking for a skilled Product Operations Manager to join our team. As a Product Operations Manager, you will be responsible for documenting business processes and rules, user journeys, and client customization. You will also identify gaps between...

  • Operations Manager

    hace 1 semana

    Xico, México Marriott International, Inc A tiempo completo

    Job SummaryWe are seeking a highly skilled and experienced Operations Manager to join our team at Marriott International, Inc. As an Operations Manager, you will be responsible for assisting in the successful execution of all hotel operations, managing staff, and ensuring that standards and procedures are being followed.Key ResponsibilitiesLead and manage a...

  • Operations Manager

    hace 2 días

    Xico, México Job Fit A tiempo completo

    {"title": "Operations Manager", "subtitle": "Lead Daily Operations and Ensure Guest Satisfaction", "content": "Lumina Stays is seeking an experienced and motivated Operations Manager to oversee daily operations and ensure all tasks run smoothly and efficiently. This is a full-time position, reporting directly to the Operations Director.**Key...

  • Payroll Operations Manager

    hace 7 días

    Xico, México Fresenius Medical Care A tiempo completo

    **Job Summary:**The Payroll Operations Manager at Fresenius Medical Care is responsible for overseeing the daily operations of the payroll function, ensuring compliance with company policies, wage & hour laws, and other applicable requirements.**Key Responsibilities:**Supervise the daily operations of the payroll team, including establishing mutual goals,...

  • Operations Support Manager

    hace 1 día

    Xico, México Citi A tiempo completo

    The Operations Support Manager is a key leadership role responsible for overseeing the delivery of operations support services in alignment with Citi's operations support infrastructure and processes.**Key Responsibilities:**• Lead and mentor a team of operations support professionals through delegating daily tasks and responsibilities, as well as...

  • Marketing Operations Manager

    hace 2 días

    Xico, México Tigerconnect A tiempo completo

    Marketing Operations ManagerTigerConnect is revolutionizing healthcare with its cutting-edge clinical collaboration platform. We're seeking a detail-oriented and strategic-minded Marketing Operations Manager to join our team.Key Responsibilities:Optimize marketing technology, including Marketo, 6Sense, Drift, Outreach, and Full Circle.Collaborate with...

  • Hotel Operations Manager

    hace 1 semana

    Xico, México Marriott International, Inc A tiempo completo

    Job SummaryThe Hotel Operations Manager is responsible for leading the strategic business operations of the property and acting as General Manager in their absence. This role oversees various departments, including Front Office, Retail/Gift Shops, Recreation/Fitness Center, Housekeeping, Security/Loss Prevention, Engineering/Maintenance, Food and...

  • Operations Support Manager

    hace 1 semana

    Xico, México Citi A tiempo completo

    The Operations Support Manager is a key leadership role responsible for overseeing the delivery of operations support services in alignment with Citi's operations support infrastructure and processes.**Key Responsibilities:**• Lead and mentor a team of operations support professionals through delegating daily tasks and responsibilities, as well as...

  • Operations Manager

    hace 1 semana

    Xico, México Citi A tiempo completo

    Job Summary:The Operations Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services...

  • Operations Manager

    hace 7 días

    Xico, México Another (México) A tiempo completo

    **Job Summary**We are seeking a highly skilled and experienced Operations Manager to join our team at Another (México). As a key member of our leadership team, you will be responsible for formulating and implementing the company's overall strategic plan, managing supply chain operations, and ensuring the quality of our products.**Key...

  • Operations Manager

    hace 1 semana

    Xico, México Citi A tiempo completo

    Job SummaryThe Operations Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services...

  • Operations Supervisor Manager

    hace 1 semana

    Xico, México Citi A tiempo completo

    Job Summary:The Operations Supervisor Manager is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the...

  • Procurement Operations Manager

    hace 7 días

    Xico, México Alstom Gruppe A tiempo completo

    Job SummaryWe are seeking a highly skilled Procurement Operations Manager to join our team at Alstom Gruppe. As a key member of our procurement organization, you will be responsible for managing and coordinating procurement operations for direct materials and services across multiple sites and countries.Key ResponsibilitiesValidate purchase requisitions...

  • Operations Manager

    hace 1 semana

    Xico, México Amazon A tiempo completo

    About the RoleAmazon Transportation Services is seeking an experienced Operations Manager to join our team. As an Operations Manager, you will be responsible for the strategic streamlining of border crossing operations to enable the access of products from US Fulfillment to our customers in Mexico.Key ResponsibilitiesDevelop and implement process...

  • Operations Manager Assistant

    hace 1 semana

    Xico, México Hsbc A tiempo completo

    Job DescriptionJob Title: Assistant Manager Operations and Client DataJob Summary:We are seeking an experienced Assistant Manager Operations and Client Data to join our team at HSBC. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our client data services, including processing, managing, and maintaining...

  • Operations Supervisor Manager

    hace 1 semana

    Xico, México Citi A tiempo completo

    The Operations Support Manager is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Operations Support...

  • Operations Manager

    hace 1 semana

    Xico, México Job Fit A tiempo completo

    Job SummaryLumina Stays is seeking an experienced and motivated Operations Manager to oversee the daily operations of our hotel in Mexico City. The successful candidate will be responsible for ensuring that all tasks run smoothly and efficiently, and will report directly to the Operations Director.Key ResponsibilitiesOversee the daily operations, including...

  • Delivery Operations Manager

    hace 7 días

    Xico, México Servicios Comerciales Amazon Mexico S. De R.L. De C.V. A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Delivery Operations Manager to join our team at Servicios Comerciales Amazon Mexico S. De R.L. De C.V. As a key member of our logistics team, you will be responsible for overseeing the day-to-day operations of our delivery station, ensuring the safe and efficient delivery of Amazon orders to our...

  • Operations Manager Senior

    hace 1 semana

    Xico, México Recruiters And Hr Advisors Latam A tiempo completo

    Job SummaryWe are seeking a highly experienced and skilled Senior Operations Manager to join our team at Recruiters and HR Advisors LATAM. As a key member of our operations team, you will be responsible for ensuring the smooth day-to-day operations of our luxury boutique hotel.Key ResponsibilitiesManage and supervise the hotel's operations, including front...