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Operations Manager
Firma: Helpware miejsce pracy: Kraków
Ogłoszenie numer: 6861510, from 2022-04-14
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Operations Manager
Location: małopolskie / Kraków
Job description
- Support a positive environment among all the teams.
- Supervise all administrative and operational questions regarding the managed teams and projects and ensures proper client communication on this matter.
- Scheduling management including backup system implementation
- Gather and analyze reports from TLs teams (attendance, performance, client daily status). Suggest solutions for improvement if needed.
- Conduct One-on-One meetings on a daily/weekly/monthly basis with each of the TLs in order to discuss updates and feedback, or any other project/non-project-related topics.
- Coordinate and lead the regular or ad-hoc meetings with all of the TLs in order to discuss weak points of the business, improvements and simple brainstorming on optimization.
- Inform the management team of the status of the project (Co-Founders, CSM).
- Work on improving the performance of the organization by adding new technologies, ideas, methodologies, trainings etc.
- Cooperate with CSMs on getting the Clients’ feedback on the project progress.
- Ensure that all tasks on the projects are being completed correctly and within set deadlines by Team Members.
- Bring up to the Management team's attention to replace and/or dismiss team members unable to satisfactorily perform their job or who blatantly break company rules.
- Supervise initial Project training of the Newcomer during the Onboarding process, make sure all manuals are in place.
- Evaluate Team Members' performance (incl filling out appraisal forms).
- In accordance with the situation on the project, clients' expectations, and team performance, develop a strategy that the team will use for achieving their goal.
- Analyze statistics or other data to determine the level of customer service or other services the team is providing
- Deliver all available Clients’ feedback, reports, requests, and deadlines to team members and Management Team.
- Develop KPI, OKR, scorecards, and other measures development for Team members' success on all the accounts.
Requirements
- At least 2 years of proven working experience in project management, virtual or administrative assistance
- Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. Excel, MS Word, PowerPoint, etc...), Google Tools
- Experience with Asana, Trello, etc
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills
- Solid organizational skills including attention to detail and multitasking skills
- Strong working knowledge of Microsoft Office
We offer
- Competitive compensation linked to USD rate;
- Medical and Life insurance after the trial period;
- English classes with a native speaker;
- Schedule from Monday to Friday 10.00-19.00 (Polish Time)
- Corporate training and parties.
Please add the following clause: I agree to the processing of my personal data for the needs necessary in the recruitment process.
Praca Operations Manager Kraków
Praca Kraków
Praca Tarnów
Praca Operations Manager
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Praca Nowy Sącz
Data dodania: 14-04-2022
Wyświetleń: 117
Wyświetleń: 117