We are seeking a highly organized and results-driven Operations Manager to oversee the day-to-day operations of our organization. The Operations Manager will be responsible for managing staff, optimizing processes, improving productivity, and ensuring operational efficiency. The ideal candidate will have a strong background in leadership, strategic planning, and process improvement to meet business goals and enhance performance across the company.
Key Responsibilities:
- Oversee and manage daily operations to ensure efficient service delivery.
- Develop, implement, and monitor operational policies and procedures.
- Lead, coach, and mentor department managers and their teams to achieve performance goals.
- Collaborate with leadership to set strategic objectives and ensure alignment with company goals.
- Monitor KPIs and implement corrective actions to ensure targets are met or exceeded.
- Drive process improvements, enhance productivity, and minimize costs.
- Ensure compliance with company policies, safety regulations, and industry standards.
- Foster a culture of continuous improvement and accountability within the operations team.
- Liaise with other departments (e.g., WFM, HR, IT) to facilitate cross-functional collaboration.
- Analyze data and reports to make informed decisions regarding operational changes.
- Ensure excellent customer service and satisfaction by aligning operations with customer needs.
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
- Proven experience as an Operations Manager or in a similar leadership role.
- Experience in Call Center (preferred)
- Strong leadership and organizational skills with the ability to manage multiple departments and initiatives.
- Excellent problem-solving and decision-making abilities.
- Strong understanding of budgeting, financial management, and resource allocation.
- Proven track record of driving process improvements and operational efficiency.
- Ability to work under pressure and manage tight deadlines.
- Proficiency with operational software, CRM and data analysis tools.
- Excellent communication and interpersonal skills, with the ability to work effectively with teams and stakeholders at all levels.
Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).
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