Operations Manager

The Operations Manager shall have responsibilities pertaining only to this function. The Operations Manager should be present at all operational reviews, plus all strategic reviews and ad hoc meetings. The Operations Manager shall be ultimately responsible for operational management to fulfill Microsoft requirements including but not limited to readiness, quality and eminency.
❖ Leadership
• Manage Customer Service and support Contact center operation.
• Provide feedback & coaching to Team Manager
• Power to impact and influence - gain support from others to achieve the desired outcome.
❖ People Management
• Motivate CSRs and Team Managers
• Provide Improvements Action Plans and reports.
• Identify strengths and weaknesses to help operational and professional development.
❖ Set goals and expectations
• Assure compliance of metrics & procedures
• Contingency Plan Implementation and Activation
• Monitor customer request volumes vs. Customer Service Professional availability.
• Present monthly operational reports
❖ Communication and Collaboration
• Communicate policies & procedures to Team Managers to ensure performance results.
• Cross group Collaboration
• Partner with individuals or organizations to increase the satisfaction of our customers.
❖ Ownership and Accountability
• Proactively take the ownership of the project, consider benefits to project/company and add value to the project and make contribution.
• Be accountable to any tasks assigned by client and by company.
❖ Drive Results
• Apply strategic thinking to focus on the results and goals to achieve with end Customers.