Operations Manager - Las Cruces, NM

RESPONSIBILITIES:

Financial / Operational Responsibilities;

• Responsible and accountable for all facets and success of the OGM and assigned line of business (LOB).
• Manage day to day functions of VMC's service delivery team ensuring Team Managers (TM's) are in front of teams, performing reviews, coaching, mentoring, customer follow-up, etc.
• Oversee budgetary responsibilities including the entry, approval and accounting of staff labor. Work with VMC Finance, on timeliness and accuracy of customer invoicing and the collection of clients' billings.
• Analyze and incorporate customer feedback and statistical quality/quantity metrics into all areas of service delivery planning. When required, step in and serve as back-up TM.
• Hold regular weekly TM meetings, bi-weekly manager 1:1's, and impromptu request meetings.
• Participate in Service Delivery business meeting to execute to VMC business plan and financial requirements.

Management of Contractual Deliverables;

• Responsible for ensuring the VMC LOB produces all contractual deliverables and assisting TM's to meet all service level objectives and client business objectives.
• Ensure that all email, correspondence and other official notifications that modify existing client agreements, schedules and SOW's (including SLO and SLA compliance) maintenance are communicated to VMC contract administration for incorporation into approved change order process.
• Responsible for creating the Volt/VMC MOU for each LOB engagement and linking business and operational goals outlined in client agreement, schedule and SOW into Volts SLA with VMC.

Client Relationship Management Responsibilities;

• Responsible for daily communication between client and VMC key client contacts to provide client feedback, address financial and service delivery challenges, and provide operational information as appropriate.
• Negotiate with LOB business owner and company resources to develop and communicate priorities, plans, re-sourcing, and timelines for client-requested and internally-driven initiatives.
• In coordination with VMC Client Group Services Manager and VMC finance, collaborate with clients to obtain information needed to develop service plans, and to develop new and improved service offerings.
• Proactively consult with client to identify opportunities to provide additional services and improve current service level offerings for end customers, in order to increase overall satisfaction, reduce costs, and reduce client risk.
• Serve as an escalation path to customers for issues as well as manage any "Executive Escalations".
• Prepare and perform VMC business / operational reviews with client counterpart.
• Work with peers to manage strategic business relationships with internal and customer counterparts.
• Successfully manage cross-organizational partnerships within each client engagement.

Project Management Responsibilities;

• Participate in the development of new initiatives, policy, process, procedure, organizational structure, change management, and communications in order to meet client and VMC service delivery expectations.
• Negotiate workable timelines with client and company personnel regarding changes or new initiatives affecting each engagement.
• Reviews OGM and LOB operational reports, analyzing and identifying trends for VMC management review.
• Responds to clients' concerns and issues immediately.
• Assist TM's to meet all service level objectives and client business objectives.

Reporting Responsibilities;

• In concert with VMC Client Group Services and New Business Integration management, ensure development and delivery of required operational reports for client and internal operations.
• Document and retain records of all meetings and conversations with internal personnel and clients.
• Provide feedback to VMC management on LOB progress toward meeting clients' requirements and contractual metrics on a monthly basis.

Other Key Responsibilities;

• Manages the OGM and LOB in a manner consistent to VMC's goals, values, and objectives.
• Provides leadership by creating OGM and LOB clear vision of quality based values, being a visible role model, and emphasizing quality in all aspects of the business.
• As OGM, partner with Operations Management, Human Resources, and Training to develop strategies and policies for recruiting, training, hiring, and compensation. Consult with Human Resources for disciplinary and discharge matters.
• Prepares development plans for LOB staff and self, utilizing a variety of academic and experiential learning opportunities. Prepares succession plan for direct reports and key service delivery staff.
• Performs other duties as required.

Requirements:

• 5-7 years of customer service/line of business in a senior management position, preferably in a contact center operations environment.
• Additional experience in any of: Client relationship management, project management, customer service/sales, marketing, or public relations.
• Previously managed 8-12 direct reports in a diversified fast past environment.
• Previous budget and expense management experience.
• Strong project management, analytical, and presentation skills a must.

Proven ability to:

• Work in a fast pace environment and meet deadlines.
• Work as a team and motivate a diversified group of employees.
• Work with Microsoft Office products

Proven background in:

• Outsourcing, contact center management, and/or large scale team management.
• Demonstrating flexibility and adaptability to perform in a constantly changing environment.
• Demonstrating excellent communication, organizational, and interpersonal skills mandatory.