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Operations manager
Operations manager
Alliance for Recruitment
Operations manager

Operations managerAlliance for Recruitment

Job description

  • Coordinating business operations with Site Manager and aligning with internal department heads
  • Enhancing the goal of quality support by providing individual coaching feedback sessions to their direct reports and weekly one on ones that focus on improving customer satisfaction
  • Managing and motivating the teams and creat a productive and friendly work environment
  • Continuous evaluation of reports for productivity/ utilization, service level commitments, and cost per call objectives
  • Meeting department budget goals by controlling costs for equipment and personnel by maintaining appropriate supervisor, and Customer Service Representative ratios
  • Responsible for information flow concerning KPIs performance, targets and current priorities (aligned instructions and communications, with equal focus on productivity and quality) as well as internal / organizational updates – through agent meetings, notifications (i.e. iBox / email / news bulletin / etc.)
  • Informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing

Requirements

  • Understanding of operations
  • 1+ years in similar role and field
  • Experience in similar field (service providing or logistics or customer services, client management etc.)
  • Very good knowledge of MS Office Applications
  • Process control, process mapping, process analysis
  • Very good people management skills

It is additional plus if you already gained any of the experience below:

  • Experience in performance management system, bonus schemes, maintaining KPI performance
  • HR processes experience in any of these processes - hiring, working hours, contracts, overtime, pay/bonus structure, holidays, absenteeism, sick leaves, workers council)
  • Motivational and strong leadership skills in similar field

Company offers

  • Hybrid work mode
  • Yearly bonus system
  • Healthcare insurance

Job description

  • Coordinating business operations with Site Manager and aligning with internal department heads
  • Enhancing the goal of quality support by providing individual coaching feedback sessions to their direct reports and weekly one on ones that focus on improving customer satisfaction
  • Managing and motivating the teams and creat a productive and friendly work environment
  • Continuous evaluation of reports for productivity/ utilization, service level commitments, and cost per call objectives
  • Meeting department budget goals by controlling costs for equipment and personnel by maintaining appropriate supervisor, and Customer Service Representative ratios
  • Responsible for information flow concerning KPIs performance, targets and current priorities (aligned instructions and communications, with equal focus on productivity and quality) as well as internal / organizational updates – through agent meetings, notifications (i.e. iBox / email / news bulletin / etc.)
  • Informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing

Requirements

  • Understanding of operations
  • 1+ years in similar role and field
  • Experience in similar field (service providing or logistics or customer services, client management etc.)
  • Very good knowledge of MS Office Applications
  • Process control, process mapping, process analysis
  • Very good people management skills

It is additional plus if you already gained any of the experience below:

  • Experience in performance management system, bonus schemes, maintaining KPI performance
  • HR processes experience in any of these processes - hiring, working hours, contracts, overtime, pay/bonus structure, holidays, absenteeism, sick leaves, workers council)
  • Motivational and strong leadership skills in similar field

Company offers

  • Hybrid work mode
  • Yearly bonus system
  • Healthcare insurance

Job description

  • Coordinating business operations with Site Manager and aligning with internal department heads
  • Enhancing the goal of quality support by providing individual coaching feedback sessions to their direct reports and weekly one on ones that focus on improving customer satisfaction
  • Managing and motivating the teams and creat a productive and friendly work environment
  • Continuous evaluation of reports for productivity/ utilization, service level commitments, and cost per call objectives
  • Meeting department budget goals by controlling costs for equipment and personnel by maintaining appropriate supervisor, and Customer Service Representative ratios
  • Responsible for information flow concerning KPIs performance, targets and current priorities (aligned instructions and communications, with equal focus on productivity and quality) as well as internal / organizational updates – through agent meetings, notifications (i.e. iBox / email / news bulletin / etc.)
  • Informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing

Requirements

  • Understanding of operations
  • 1+ years in similar role and field
  • Experience in similar field (service providing or logistics or customer services, client management etc.)
  • Very good knowledge of MS Office Applications
  • Process control, process mapping, process analysis
  • Very good people management skills

It is additional plus if you already gained any of the experience below:

  • Experience in performance management system, bonus schemes, maintaining KPI performance
  • HR processes experience in any of these processes - hiring, working hours, contracts, overtime, pay/bonus structure, holidays, absenteeism, sick leaves, workers council)
  • Motivational and strong leadership skills in similar field

Company offers

  • Hybrid work mode
  • Yearly bonus system
  • Healthcare insurance

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