Position: Manager Operations
Company: brightfin
Category: Support
Experience required: 3y
English level: fluent

**To do list:**

•Recruit, select, train, assign, schedule, coach, counsel, and discipline leads and agents. 
•Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions. 
•Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends. 
•Forecast contingency plan for agents and upcoming volumes.  
•Develop stable operations processes and systems to manage growth.  
•Analyze process workflow, employee and space requirements and equipment layout; implement changes. 
•Accomplish operations and organization mission by completing related results as needed, such as building KPI, PDP plans 
•Managing attrition rates and build retention plan. 
Responsible for all operation leads, with review/approval responsibility for all operations employees. 
•Review and approve all operational invoices and ensure they are submitted for payment. 
•Monitoring Internal and external Breaches  
•Communicate customer operations issues with Account teams. 
•Drive Internal operations instance improvements with development teams 
•Drive operation Dashboard and Team KPIs  
•Work closely with account teams to understand and assist with customer delivery. 
•Coordinating different teams to foster the exchange of ideas and provide cross-team learning opportunities. 
•Identifying opportunities to expand or shift course for Agents and needed leads. 
•Drive process improvements and operations excellence.
•Serve as an escalation point for operational issues with clients and internal teams
 
**Skills and qualifications:
**
•Excellent Leadership, problem-solving, decision-making. 
•3 – 4 years experience as an Operation Manager role in IT / managed services/outsourcing space.
•Managing conflict management.  
•Must have strong interpersonal skills to effectively communicate with both internal and external clients. 
•Ability to stay calm and focused in stressful situations.
•Ability to prioritize work activities based upon financial impact to desired business goals. 
•Has the passion to engage in deep analytical, algorithmic work while staying connected to the core business teams. 
•Excellent written and verbal English.