Operations Manager

The Operation Manager will plan, direct and coordinate the operations and all work activities of assigned department to ensure a consumer-focused operation that meets and exceeds assigned clients goals and objectives.

Radius Global Solutions, located in Freeport, Montego Bay has opening for an operations manager.

Job Summary

The operations manager is responsible for managing multiple team leads and or supervisors for specified accounts or department. The operations manager ensures client goals and objectives are being met through effective staff and agent development. The operations manager will report to the senior operations manager.

Responsibilities include but are not limited to: 

• Responsible for meeting/exceeding account’s goals. Owner of the KPIs 
• Ensure all goals set for agents and team leaders follow the S.M.A.R.T criteria
• Responsible for all account’s reports and ensure team leaders are utilizing them
• Calculate or review monthly bonus for agents, team leaders and supervisors.
• Create or review scorecards 
• End of week recaps 
• Address all the areas of opportunity coming from the KPI and Compliance Teams
• Handle client requests
• Manage the game plan for the day 
• Prepare and present on WBR’s
• Review incident tracker report daily and ensure team leads are reporting all the downtime accurately. 
• Perform interviews to validate the profile of the new hires (approve or reject) 
• Do regular performance evaluations of the team 
• Ensure team leaders, supervisors and agents in the account are motivated 
• Discover training needs and report them to training department 
• Resolve any issues or conflicts that may arise
• Keep upper management informed of highlights and lowlights 
• Lead by example 
• Promoting Radius’s values and culture in all layers of operations 

Duties include but are not limited to: 

• Ensure all team leaders have their tools up and running. 
• Request hardware/software for team leads and agents 
• Request users and tools for team leads and agents 
• Ensure team leaders are trouble shooting or reporting call outs or downtime 
• Execute the escalation process if any outage occurs
• Email 
  • Check for unresolves task or any new items that will require your attention throughout the day.  
  • Answer important/priority emails in a timely manner 
  • Check for updates and communicate them to the team leads
• KPI Owners 
  • Set and make sure team leaders and agents have S.M.A.R.T goals. It is important to ensure that the agent’s and team lead’s goals allow you to achieve the account’s goals or step goals. This is one of the most important tasks of the operations manager. 
  • Make sure all KPI’s for the account are on target. Perform root cause analysis and create action plans when needed.
• Recaps 
  • Ensure team leaders send their daily recap. Provide guidance in terms of what and how are we communicating the information to upper management or clients 
  • Complete and send the EOW recap based on the information compile throughout the week with the team leads Planner/EOD and any other event worth mentioning during the week 
• Systems 
  • Manage the lists, the gates, the outbound campaigns, the queues – all things related to dialer or systems 
  • Sends request to create new users or change skills 
• Reports 
  • Review and analyze reports to identify trends 
  • Understand and manage all reports from the account 
  • Request any report that is needed from the Workforce Department
  • Review and submit KPI’s information to the KPI and Compliance Teams so they can update the dashboard used in the KPI meetings 
• Client  
  • Review with the client any update and communicate it to the team leads and supervisors. Ensure these updates are cascaded to all the agents 
  • Produce or request reports from the Workforce Department for clients when needed 
  • Attend meetings with client when requested 
  • Communication with client should start at this level 
• Present numbers 
  • Daily to team leads 
  • Prepares and presents the Weekly Business Review – WBR (Client) 
  • Prepares and presents the Monthly Business Review – MBR 
  • Prepares and presents the Quarterly Business Review – QBR 
• Scorecards 
  • Review weekly scorecards report and provide them to the team leads 
  • Request the scorecard for agents from the Workforce Department. If not available, then you would be responsible for creating them. 
  • Create a weekly scorecard for team leads performance and task completion 
• Monthly Bonus 
  • Communicate bonus structure to team leads 
  • Review Monthly Bonus Report for team leads and agents 
  • Request Bonus Report for agents from the Workforce Department. If not available, then you would be responsible for creating them. 
• One on One’s 
  • Weekly One on One with the team leads/supervisors 
  • 25min to 30 min per team lead 
  • Get to know your team lead 
  • Weekly performance 
  • Roadblocks 
  • Highlights and lowlights 
  • Review bonus results 
  • Attend any one-on-one coaching & development sessions as needed 
  • Ensure the team leaders are delivering their one on ones to all their agents 
• Calibration 
  • Attend and ensure the team leaders attend and participate in all internal/client calibration sessions 
  • Work with QA on the areas of opportunity of the team leaders 
• Incentives 
  • Create monthly calendar of motivational activities 
  • Provide rewards to agents directly and collect signature of winner 
  • Plan and organize team building activities  
• Recruitment interviews 
  • Performs the recruitment interviews to ensure candidates with the right profile for the account are being recruited 
  • Communicate to recruitment all the approvals/rejections 
• Audit (This needs to be documented) 
  • Audit each team lead Planners (Daily) 
  • Audit team leads Activities completion  
  • Audit QA coaching’s – review at least 1 per team lead per week, same call if checklist is calibrated 
  • Audit team leads one on one with agent (at least one per team lead per week) 
  • Follow up on the disciplinary process teams leads have to complete with the agents 
  • Audit once a week at least 10 calls from agents: 
    • Long calls 
    • Short calls 
    • Dispositions 
• Disciplinary Process 
  • Issue disciplinary action or PIP to team leaders when needed 
  • Ensure team leaders are issuing disciplinary actions to agents when needed 
• Trainings 
  • Coordinate any agent training needs with training department 
  • Develops team leads for supervisor or senior supervisor position
• Follow up on team leads request  
  • Vacations
  • Payroll 
  • Schedules 
  • Medicals 

Skills & Competencies:

• Excellent management and leadership skills 
• Excellent management principles 
• Excellent verbal and written communication skills 
• Negotiation and problem-solving skills 
• Very strong organizational and attention to detail skills
• Good interpersonal and listening skills 
• Customer service and customer focus skills 
• Strong analytical skills 
•  Functions well under pressure and manages potentially stressful situations with tact and diplomacy.
• Microsoft Excel (intermediate/ advance level) 
• Excellent interpersonal skills 
• Excellent time management skills
• Strategic planning skills 

Education & Experience

• BSc. Degree in Business Management or similar field.
• At least 2-3 years of managerial experience working in the same or similar capacity

Only candidates meeting requirements will be considered for interviews.