As the Operations Manager you will play a pivotal role in assisting the Director of Operations in overseeing the day-to-day operations and streamlining internal operations, from attendance tracking to interview coordination.  By taking charge of these critical responsibilities, you’ll enable the COO to focus on strategic endeavors. The Operations Manager ensures the organization’s operations run smoothly and on time. They work with core operations, people management and in company strategy. They are responsible for engaging and developing the members of the teams that they manage.

Responsibilities

• Provide comprehensive support for overall operations, actions as a key liaison between Legal Soft and the client
• Uphold accountability for Virtual Assistants' performance, managing Virtual Assistants' time-off requests, attendance and enhancing overall productivity
• Contribute to the retention of Virtual Assistants' talent by monitoring morale and working with both Legal Soft and our clients to ensure their satisfaction
• Work closely with internal HR and COO to identify custom training for the client. Including platform usage, internal onboarding protocol, etc.
• Boost virtual assistant performance
• Document and report staff concerns, facilitating amicable resolutions benefiting both the staff and the firm
• Ensuring team members have the necessary resources to perform their roles effectively
• Collaborate with the Director of Operations to identify inefficiencies in workflows
• Develop and implement process improvements to enhance productivity and efficiency
• Coordinate with the Virtual Assistants, providing support, guidance, and ensuring they adhere to firm policies and procedures
• Assist in tracking overall VA morale and identify staff at risk, coordinate with Team Leads and the client to best retain if situation warrants
• Maintain accurate records of operations, prepare reports, and generate metrics to monitor and evaluate team performance.
• Support in interviewing, training, onboarding and offboarding of new team members, ensuring they are equipped with the knowledge and tools necessary to succeed in their respective roles.

• Previous experience as an Operations Manager or in a similar role

• Good knowledge of operations management
• Experience with forecasting models
• Experience with databases and project management software
• The ability to interpret financial data and allocate budgets
• Exceptional communication skills
• BSc in Business Management or similar field - nice to have
• Excellent skills in reporting and using Excel sheets
• Must be willing to work during Pacific Time (Local California Time). This is during the Graveyard shift in Manila Time.
• With own Laptop or Desktop (8GB RAM, Core i5 or above) with an internet connection of at least 10mbps

Soft Skills Required:

• Excellent leadership skills
• Good at problem solving
• Strong attention to detail
• Collaborate well with others
• Focused on continuous improvement for the business and personal growth
• Excellent critical thinking and decision making skills.
• Strong time management skills

Hold on tight, because we're about to unveil an extraordinary line up of benefits that will revolutionize your work experience! As a valued member of our team, you can expect:

1. Competitive Compensation: Earn a salary rate of US $7-8 per hour for a full-time commitment of 40 hours per week. We believe in recognizing and valuing your contributions, ensuring you're rewarded for your hard work.
2. Thriving Towards Retirement: Build a secure future with our retirement plan, ensuring you're well-prepared to embark on your next chapter when the time comes.
3. Health Guardian: Your well-being is our top priority. Enjoy comprehensive health insurance coverage, providing you with peace of mind and access to top-notch medical in your country.
4. Supercharged Wi-Fi Connectivity: Stay connected and productive with a $25 monthly subsidy towards your home Wi-Fi to power through your tasks with lightning speed and efficiency.
5. Unleash Your Wanderlust: Take advantage of our generous paid time off (PTO) and paid sick leave policies. Whether it's exploring new destinations or taking a well-deserved break, we've got you covered, ensuring you can recharge and return refreshed.
6. Celebrate Your Success: Prepare for an unforgettable anniversary recognition program that celebrates your commitment and accomplishments. Experience the thrill of being acknowledged with special rewards and heartfelt gratitude for your dedication.
7. Performance Bonuses: Our company offers performance incentives to recognize and reward exceptional contributions, motivating employees to achieve their fullest potential and drive overall organizational success.

Join our dynamic team and embark on an exhilarating journey where your personal and professional growth is nurtured. We're here to empower you with a remarkable suite of benefits that will elevate your experience and propel you towards unparalleled success. Get ready to thrive in an environment that values your well-being and rewards your hard work!

IMPORTANT: PLEASE SUBMIT YOUR RESUME & AUDIO IN ENGLISH.

• Oversee the performance and effectiveness of the WFM Command Center
• Lead and develop Command Center associates
• Work with contact center leaders to ensure agent adherence and/or conformance to schedules
• Provide ongoing operational analysis of contact center operations, while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost, abandon rate, service level, occupancy, etc.)
• Work with the contact centers, Technology, reporting and other teams to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
• Partner with WFM planners to ensure schedules meet performance and business needs
• Utilize Workforce Optimization software to manage performance across multiple sites and lines of business
• Monitor Workforce Management tools real time to maintain service level data
• Analyze call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
• Analyzes daily call trends and alerts Workforce Management Analyst to needed staffing updates
• Responsible for daily, weekly and monthly call center reports which highlight call center performance (Call Volume, Service Level, Average Handle Time, Abandon % and Average Speed to Answer)
• Evaluates daily call trends
• Designs/creates various databases for staffing and analysis
• Creates reports utilized by Customer Service for staffing/productivity measurements
• Identify areas of operational development and engage in projects to continually adapt to the changing needs of our business and people, to deliver best in class WFM support.
• Identify what resources are required to implement parts of projects
• Effectively use project plans to focus work and ensure deadlines are met
• Ability to work flexible shift to occasionally attend meeting with employees and worldwide clients

Other duties as assigned

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

This is not your typical Project manager role. Working as Project Manager for IQ-EQ will require you to have a womb to tomb mastery of project management methodologies to be applied to ongoing initiatives in IQ-EQ to ensure predictable and successful delivery. You won’t just be taking down the minutes of the meeting because you will need to have the vision and a thirst for change, transformation and continuous improvement.

Project Management is not an easy job, therefore we need someone who is expressive and vocal in identifying and mitigating risks, directing the project and all stakeholders involved to successful delivery while maintaining a good working relationship with all participants.

A proactive team player who initiates improvements at the same time adheres to the team’s standard methodology and governance processes.

Responsibilities (how we will measure success)

• Contribute to strategic growth and operational development of the Firm by managing a suite of projects ongoing throughout the IQ-EQ Group
•  Adhere to the team’s standard methodology and governance processes including use of approved templates and checklists
• Responsible for all aspects of Project Management, including but not limited to; Initiation, planning, design, execution, monitoring and controlling including change control and project closure – ensuring predictable and successful delivery
• Organizing and motivating project teams, directing the project and all stakeholders involved to successful delivery
• Effective and Transparent communications ensuring the flow of information to all stakeholders involved
• Ongoing contribution towards continuous development and improvement of Change Delivery methodologies, templates and checklists

Tasks (what does the role do on a day-to-day basis)

• Define the scope of assigned projects in conjunction with the Project Sponsor
• Devise the overall approach to delivering individual projects, making use of the internal methodology tailoring matrix
• Preparation of project documentation in collaboration with Subject Matter Experts for example:
  • Project Initiation Requests
  • Project Initiation Documentation
  • Product and Work Package Descriptions
  • End Stage reports and Stage Gate Readiness Assessment Documents
  • Test Strategy, Plans and Scripts
  • Closure Reports
• Determine objectives and measures that each project will be evaluated against upon completion and track ongoing progress. Prepare related benefits assessments
• Select, lead and motivate your project team both internally and externally, establishing a team culture within the assigned projects
• Monitoring overall progress and use of resources, initiating corrective action where necessary
• Applying change control processes to control changes to the products ensuring that changes are made only with the agreement of appropriate named authorities
• Managing project risks, including the development of contingency plans
• Reporting through agreed lines on project progress through highlight reports and end-stage assessments, including option papers and recommendations
•  Manage a range of stakeholders from junior to senior level across all locations
• Manage and monitor project budgets to ensure delivered within agreed budget
• Adhere to internal project methodology and governance
• Track all time spent on projects in NetSuite ensuring that resource time is also captured and monitored
• Communication and engagement planning
• Maintaining an awareness of potential interdependencies with other projects and their impact
• Liaise with various departments to ensure Service Transition is successful, including the training team in relation to training needs arising from projects and related solutions
• Production of closure reports, evaluating successes and challenges to enhance learning for your next project – ensure capture of lesson on the team’s central lessons log.

Other

• Support other departments as required within the confines of the Project Manager role
• Undertake any additional reasonable duties as required the Firm