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Title

Senior Operations Manager 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

At Valor Global, it’s our people who define us and make us who we are. Through our people, we deliver extraordinary customer experience for companies across the globe. We are relentlessly committed to the success and growth of our people. We carry out this commitment through a set of programs focused on helping you achieve your dreams. Our philosophy is that everyone deserves a path to their highest potential, while assisting others in realizing their dreams that will ultimately improve life for everyone. As a result, much of our team chooses to stay and grow their career as part of the Valor family.

Overview:

The Senior Operations Manager will need to meet and exceed business objectives while ensuring consistent achievement of all financial and operational KPIs. Lastly, this person will manage, inspire and motivate a number of Operation and Team Managers to ensure operational excellence, high employee engagement and service improvement is achieved.

Responsibilities:

  • Responsible for the Operations lead of a team and for the delivery of the overall operational metrics.
  • To proactively maintain regular engagement with key client contacts in line with client expectations.
  • Ensure delivery of Client KPIs/targets including day to day service levels, customer experience, quality measures and compliance measures
  • Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to develop internall talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
  • To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
  • Successfully delivering and managing billable hours.
  • Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
  • The continuous identification implementation of operational best practice through interaction with the wider team
  • Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
  • Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
  • Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
  • Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call center management experience is essential to be a success in this role
  • Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
  • Excellent leadership, people management, communication and influencing skills at a senior level
  • Experience of working in an Outsourcing or contact center operation
  • Experienced in managing large multi-site /Multi skilled contact centers
  • Ability to build and maintain strong client relationships
  • Ability to demonstrate and translate business strategy into day to day delivery
  • Strong understanding and previous accountability for profit targets
  • Setting and reviewing Quality performance standards
  • Setting and reviewing of organizational / productivity objectives in line with the contract
  • Managing Client Engagement
  • Responsible for Business Continuity
  • Ability to manage and influence key stakeholders
 
Position Requirements

Requirements:

  • Bachelors Degree in Business Management or other related field
  • 5+ years Call Center Experience
  • Minimum 1 year experience as an Operations Manager at a BPO
  • Located in Arizona (preferably in the Phoenix area)
  • "Big picture" thinking skills to address top-level concerns and find the best path forward from all of the available data
  • Interpersonal skills to help them communicate with both executives and employees in order to create and administer policies
  • A thorough understanding of financial and budgeting processes and principles so they can assess the company's earnings and spending to find areas for improvement
  • Strong personal and professional judgment, which are invaluable skills for a role that influences hiring and promoting
  • Ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
  • Organizational skills and the flexibility to jump from priority to priority, which is essential to a role that juggles a variety of functions and projects
 
Full-Time/Part-Time Full-Time  
Rate of Pay  
Position Senior Operations Manager  
Location Phoenix  
About the Organization Valor Global was founded in Phoenix, Arizona in 2004. A family owned business, we focus on culture and admiring our people both inside of our business and community. We are a contact center business hired by a variety of global companies to handle all of their customer service and needs.
At Valor, we believe in Servant Leadership and Conscious Capitalism and believe that a well-aligned higher purpose positions people for success. Any company is only as strong as the culture and core values that its people believe in and live each day. By recruiting, retaining and developing self-motivated and inspiring people we ensure that we are able to provide extraordinary solutions to the customers.
Valor is fully vested in your success. Our culture, core values, industry leading low attrition, LEAN and Agile methodologies provide our customers access to a global infrastructure and a team of 1,000+ employees with enterprise systems and processes without the bureaucracy and red tape; our leadership team is accessible and available. Our organization prides itself on the ability to remain responsive and flexible to your business needs. We are a top performer with our clients with a successful track record in outperforming our competition.  

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