Operations Manager

Description

Job Status: Full Time – Exempt

Reports to: Sr. Ops manager

Job Summary: The Operations Manager’s primary responsibility is to drive performance to meet client expectations. They oversee all aspects of account operations applying NexRep and client SOPs and policies. They manage a team of Marketplace Resource Specialists and Quality Specialists, leveraging the team to answer questions and provide support to contractors who need assistance.

Essential Functions

• Plan and execute initiatives to meet client performance goals
• Communicate all program information and updates to contractors and internal NexRep partners
• Maintain professional communications with NexRep’s clients
• Escalate and direct contingency plans as needed
• Identify and escalate local and network issues as needed
• Participate in post-mortem analysis
• Report all KPIs and SLAs related to client performance standards daily, weekly, monthly and quarterly
• Participate in daily, weekly, monthly, and annual planning processes as required
• Perform all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position
• Keeps direct supervisor promptly and fully informed of all relevant business matters
• Perform all necessary supervisory functions to effectively and efficiently manage their direct reports
• Maintain a qualified staff
• Ensure proper training of direct reports
• Develop individuals for future advancement
• Maintain a favorable working relationship with all other company employees
  
  

Requirements

Position Requirements:

• Proficiency in Microsoft Office 365
• Ability to work independently and proven track record of program success
• + years management experience
• 2+ years of Operations experience in a contact center or marketplace environment
• Leadership and managerial skills
• Analytical problem-solving skills
• Ability to build and maintain strong client relationships
• Ability to make real time assessments and decisions
• Ability to create a team centric environment
  
  

Hours/Travel Evening, weekend and holiday hours may be required to meet client’s needs. Travel to the NexRep client’s location for business meetings may be required from time to time and NexRep will reimburse for travel expenses incurred.

NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee.