Operations Manager
At a glance
Location: US-MI-Dearborn Map
Posted: 04/16/2018
Closing: 05/15/2018
Degree: High School
Type: Full-Time
Experience: At least 2 year(s)
Job description

Position Summary
The Manager, North American Operations provides leadership and support for the program to meet customer and employee satisfaction, operating effectiveness, and quality while achieving the business goals of the Program and Percepta.
Duties and Responsibilities
  • Ensure optimal operations of the program to meet or exceed all contractual service level agreements
  • Analyze and manage program trends and progress.  Make continuous improvement / process enhancement decisions and oversee implementation and results.
  • Communicate all program changes to management team and all effected areas on a consistent and timely manner.  Ensure optimal support for the program.
  • Handle personnel issues, included but not limited to:
    • Escalated issues
    • Performance reviews
    • Any other personnel needs as deemed necessary
  • Interact with the team as much as possible through team meetings, walking the floor, skip level meeting, etc.
  • Review capacity analysis and make overall program and staffing decisions.
  • Assist with the development of program budget and ensure delivery against forecasted amount.
  • Work with Finance and WPA to ensure accurate invoicing on a monthly basis.
  • Work as partners with CCGO to ensure optimal performance by center as well as implement strategic movements.
  • Complete and meet all deadlines for monthly Business Partner reviews and summarize performance, trends, issues and highlights by program.
  • Review monthly QOS report for accuracy and submit corrections, headcount numbers and issues/actions.  Also, on a monthly basis, attend monthly QOS meeting and summarize defects.
  • Meet with CCGO and Business Owners as needed to discuss past call center performance and continuous improvements as well as offer new ideas or concepts that will help the centers run more efficiently.
  • Strive to continuously improve Employee Pulse Survey results and employee satisfaction.
  • Adhere to and support all Percepta and Business Partner initiatives including: ISO, Quality Systems and Q1.
  • Attend and participate in team meetings and Manager meetings.
  • Review scorecards on a monthly basis and submit bonus payout amounts to Human Resources and Director of NA Operations.
  • Attend QA review meetings for each center in a continuous effort to improve calibration between Operations and QA.
  • Interview and hire new employees.
  • Develop annual business plan.
  • Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
  • Complete training courses as directed.
  • Maintain professional working relationships.
  • Complete additional tasks / projects as needed.
  • High school diploma required.  College degree preferred or equivalent work experience required.
  • Minimum of 2 years BAC or call center experience is desired.
  • Supervisor or management.
  • Leadership, negotiation and  managing client relationships
  • Knowledge of call center specific processes, databases and programs.
  • Effectively communicate with customers, managers and co-workers.
  • Ability to multi-task; including ability to manage multiple programs and business partners as needed.
  • Coaching, mentoring and supervisory skills.
  • Strong oral, written, influential communication and presentation skills.
  • Models a high level of integrity, judgment and leadership in making decisions.
  • Team building skills.
  • Time management and organizational skills.
  • Project management skills.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Operations Manager