Eastwood | Operations (Level I) Manager - SEO

Majorel; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in customer experience is seeking an Operations Manager to oversee call center performance. The role involves managing supervisors, ensuring client satisfaction, and implementing process improvements. Ideal candidates will have strong leadership, communication, and project management skills.

Qualifications

• Experience managing people and processes in contact centers.
• Strong leadership and team development skills.

Responsibilities

• Oversee daily performance of call center supervisors.
• Drive recruitment and selection process for team members.
• Manage attendance and absenteeism effectively.

Skills

Leadership

Communication

Project Management

Process Improvement

Team Building

Tools

Forecasting Software

Scheduling Software

Job description

Eastwood | Operations (Level I) Manager - SEO

Job Description

Posted Monday 18 November 2024 at 16:00

We design, build, and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our global footprint spans 31 countries across five continents, with 60,000+ employees and support in 60 languages, enabling us to provide flexible solutions that leverage our expertise in cultural nuance—essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX, Digital Consumer Engagement, CX Consulting, and innovative proprietary digital solutions for various industry verticals. We are a global leader in Content Services, Trust & Safety. Our culture of entrepreneurship—relentless, resourceful, resilient, and agile—defines the 'Majorel difference,' fostering teamwork and innovation in a constantly evolving world.

Company Summary:

Majorel (dba Arvato) supports clients worldwide in shaping their customer relationships. With over 48,000 employees across 28 countries, we craft customized solutions to deliver impactful customer experiences. We combine talent, data, and technology to create measurable value. In a rapidly changing environment, our entrepreneurial spirit, adaptability, and commitment to excellence drive us to innovate and exceed expectations, emphasizing mutual respect and trust in all partnerships.

Position Summary:

The Operations Manager oversees the daily performance of call center supervisors and their teams, including operational analysis, budget management, team development, and client satisfaction.

Overall Responsibilities:

1. Lead, manage, and develop supervisors through motivation and interactions.
2. Foster a culture of team spirit and hospitality.
3. Maintain high visibility and accessibility to teams via floor presence.
4. Perform supervisor duties as required.
5. Handle administrative supervisor functions.
6. Manage attendance and absenteeism effectively.
7. Identify and mitigate attrition risks.
8. Manage and deliver operational results aligned with service scorecards.
9. Recognize and promote talent development.
10. Drive the recruitment and selection process for team members.
11. Manage the full employee lifecycle for assigned staff.
12. Identify opportunities for process improvement and act on them.
13. Embed and promote an Arvato-values-based culture.
14. Optimize resource management to achieve operational goals.
15. Make informed decisions considering operational costs and revenues.
16. Collaborate with other departments and ensure stakeholder communication.
17. Evaluate KPIs and implement improvement strategies.
18. Coordinate with leadership to liaise with clients and handle account issues.
19. Manage staff schedules in partnership with Workforce Management to meet productivity targets.
20. Analyze reports to ensure labor efficiency and service levels.
21. Conduct performance appraisals and set objectives for staff.
22. Hold team meetings to communicate goals and motivate employees.
23. Consult with HR and Training on recruitment, performance, and employee relations.
24. Administer policies fairly, demonstrating sound judgment.
25. Work with QA and clients to meet quality standards.
26. Achieve production hours and revenue goals while minimizing revenue loss.

Job Requirements:

1. Experience with forecasting, scheduling, and related software.
2. Proven ability to manage people, processes, and technology.
3. Strategic thinker and effective implementer.
4. Experience developing teams in contact centers, meeting operational and financial goals.
5. Leadership skills, including team building and managing operations, organization, and finances.
6. Ability to influence and motivate others.
7. Excellent written and verbal communication skills.
8. Strong leadership and developmental abilities.
9. Success managing new initiatives within budget and operational constraints.
10. Technical, project management, process improvement skills.
11. Business acumen, including reporting, analysis, presentation, and organizational skills.