Manager - Operations

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

*FULLY REMOTE* 

Job Summary

Operations Managers manage a team of 9-12 Team Leaders varied over multiple lines of businesses.

Roles & Responsibilities

• Manage daily staffing and workflow and ensure adherence to department quantity and quality standards.
• Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
• Meet regularly with individual team members; coach them to meet and exceed their goals.  Utilize reporting and direct observation to keep them abreast of their performance towards those goals.
• Provide performance analysis to implement action plan strategies to improve overall performance
• Be a resource for policy, procedure, and human resources questions/issues.
• Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements.
• Help shape future of service.
• Take on projects as necessary
• Must be flexible
• Provide performance updates to Directors
• Monitors relationship with client and actively seeks to add value the relationship
• Provides recommendations for hiring and firing and conducts performance reviews
• Develops operating goals and objectives for all departments that support the service center goals and objectives.
• Monitors service and revenue and makes recommendations for cost effective operations of Customer Service
• Ensure daily Line adherence goals are met
• Participate in capacity planning meetings
• Responsible for motivation of all staff
• Analysis and reporting
• Partner closely with clients
• Will need to adhere and meet SOW requirements

Required Qualifications

• Minimum 3 years of experience in a management role in a call center environment.
• Medical Insurance call center experience is a plus
• BA/BS or equivalent. Master’s degree preferred 
• Multi-tasking skills required to assist the customer and work in the computer systems in a timely and efficient manner
• Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.
• Strong understand of SL and staffing management
• Excellent written and verbal communications skills.
• Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
• Able to work constructively under stress and pressure and perform tasks efficiently.
• Possess strong and analytical PC skills.
• Ability to adapt to an ever-changing environment
• Ability to embrace workload flexibility to meet the fluctuating demands of the client
• Knowledge and understanding of Company Financial reports
• Knowledge of contract and agreements
• Knowledge of performance evaluation procedures
• Knowledge of budgeting cost estimating, and fiscal management principles and procedures.
• Ability to build cohesive teams

We are an Equal Opportunity Employer.  All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.