Shift: Night Shift
The Operations Manager leads & directly manages the team leaders for the Central Operations team with a focus on production levels, service level agreements, quality and process improvement. This position utilizes their expertise to drive LEAN principles and methodology to continuously enhance customer experience while maintaining a positive and engaging culture for the teams. The role will work closely alongside and provide ongoing feedback & reports to onshore management.
- Lead and manage assigned team
- Interview and hire new staff
- Ensure service level agreements are properly measured and met by team
- Coordinate and implement trainings
- Complete performance reviews for team
- Identify, Lead and coordinate process improvement opportunities
- Productivity/Quality Tracking
- Provide coaching to new and less experienced staff
- Handle personnel issues and escalations
- Communicate issues or queries to onshore on a timely basis with root cause analysis
- Manage capacity and resource planning
- Offshore liaison
- Prepare Monthly Production & Quality Reports and Analysis
- Other tasks as identified when necessary
