Senior Operations Manager (Telecommunication)

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About Iterum:

Iterum is a leading nearshore customer contact management service provider with reach in Panama, Mexico, Colombia, Puerto Rico, USA, and Jamaica. We specialize in managing customer interactions for leading brands across industries including banking, retail, technology, consumer, travel, hospitality, e-commerce, and other industries. Our work includes the full customer life cycle from sales and activation to customer support, technical support, collections, loyalty, and retention. Our people are ambassadors for our client’s business, and we take pride in going the EXTRA MILE. Find out more about this amazing new opportunity. We look forward to you joining the team!

Job Summary:

The Operations Manager/ Senior Operations Manager oversees all aspects of client operations and service delivery for assigned telecommunications client(s). You will manage a team of leaders to ensure all client contractual obligations and key performance indicators (KPIs) are met or exceeded.  You will be the champion for the client’s business and will represent Iterum as a competent, confident, and capable senior leader while meeting the evolving needs of our clients.

Essential Functions:

• Manage the operations support team consisting of Team Managers and Supervisors serving telecom clients. 
• Monitor client SLAs and KPIs daily and take corrective action as needed to resolve issues and maintain performance standards.
• Develop and implement operations procedures, processes, and best practices to improve efficiency and quality of service.
• Identify process improvements, technology solutions, and cost-saving initiatives to benefit clients and the business.
• Work closely with client representatives to resolve problems, implement changes, and enhance customer experience.
• Coach, mentor, and develop team members to improve performance and productivity.
• Analyze operations data and metrics to identify trends, issues, and opportunities for improvement.
• Own budgeting and forecasting for assigned client portfolio(s) and resource planning for the team.
• Represent the company at client meetings and industry events.
• Own (prepare and present) all client and internal business reviews.
• Hire, train, and evaluate the performance of operations management team.
• Deliver training sessions that include a mix of practical exercises, classroom learning, and e-learning, with a focus on hands-on skill development for the support team.
• Work closely with the Training and Development Manager to ensuring that training content is designed, developed, and maintained, including e-learning modules, instructional manuals, and other resources to ensure the team is well-prepared to deliver exceptional technical support.
• Evaluate the technical competencies of staff and identify specific training needs to address knowledge gaps.
• Conduct training sessions, workshops, and on-the-job coaching for new and existing technical support team members, ensuring they are well-versed in product knowledge, technical skills, and customer interaction techniques.
• Stay current with industry trends, product updates, and technical advancements to ensure training content remains relevant and cutting-edge.
• Maintain accurate records of client and internal events impacting the operations in any way.
• Collaborate with Subject Matter Experts, Team Managers, Trainers, Recruiters and HR to refine and constantly improve our employee profiles based on each class performance.
• Maintain up-to-date knowledge of the latest technology trends and updates relevant to the BPO industry.
• Foster a culture of technical excellence and continuous learning within the organization.
• Deliver innovative solutions to the clients consistently to improve their offerings and solutions to their customers.
• Ultimately own the organic growth of the assigned client portfolio.
• Ensure employee satisfaction and net performer scores are maintained at the highest standards.
• Any other duty as assigned by the Associate Director of Operations or Senior Leadership.

Competencies:

• 3+ years of experience managing operations for business process outsourcing (BPO) or call center clients, preferably within the telecommunications industry or technical/telecoms clients.
• Strong leadership, interpersonal, and communication skills.
• Ability to analyze data and metrics to make decisions that improve performance.
• Experience developing and implementing operations procedures and best practices.
• Proven ability to implement new programs.
• Strong presentation and facilitation skills with the ability to engage a diverse audience.
• Excellent verbal and written communication skills.
• Strong expertise in technical operations, building and reviewing technical training needs.
• Excellent presentation and facilitation skills, with an ability to communicate complex technical concepts clearly and effectively.
• A collaborative mindset and ability to work well in cross-functional teams.
• Adaptability to rapidly changing technologies and training needs.
• Proficient in the use of technology-based tools and platforms, including Learning Management Systems (LMS).
• Firm understanding of triple play services and the customer life cycle for telecommunications clients.
• Ability to assess training needs.
• Strong organizational skills and the ability to manage multiple ramps and product launch simultaneously.
• A team player with a positive attitude and the ability to inspire others.

Qualifications:

• Related degree or equivalent relevant work experience, no less than 3 years in a similar capacity.
• Demonstrated success working in a collaborative environment.
• Demonstrated experience launching pilot projects and growing client businesses upwards of 200 FTE.
• Excellent verbal, written, and presentation skills. Particularly, demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally as needed.
• Strong leadership qualities and organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles.
• Highly effective interpersonal skills with an ability to partner with leaders across the organization.
• Solid analytical and problem-solving skills; ability to think strategically.