The Operations Manager I is a critical role within the organization, responsible for coaching and supervising a group of Team Leaders. This position plays a key part in ensuring Client Service Level Agreement and financial expectations are met. Key Responsibilities - Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed to drive operational excellence. - Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements. - Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) to inform data-driven decision making. - Create and maximize relationships with client partners to drive business growth and satisfaction. - Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards. Operational Performance - Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching. - Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. - Participate in cross-functional meetings to review information received from operational support functions. - Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, and make adjustments to meet changing requirements. Candidate Profile - A minimum of an Associate's Degree in a related field and more than seven years of experience, with at least two years of progressive management experience preferred. - Call center experience is highly valued. - Demonstrated ability to coach and develop action plans that maximize performance and provide effective feedback. - Excellent communication skills, both written and verbal, with the ability to effectively present information to internal and external stakeholders. - Demonstrated ability to mentor, coach, and provide direction to a team of employees. What We Offer We are proud to offer a dynamic and challenging work environment that fosters growth and development. As an Operations Manager I, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional results.