Sr. Operations Manager
Performs extensive levels of managing operational performance against client requirements. Responsible for influencing departmental strategy and managing the daily operations of the department business area by anticipating, guiding development of, and implementing required systems, procedures and programs to consistently meet Alorica standards for quality, productivity and customer satisfaction. Regular supervision is exercised over Team Managers, Senior Team Managers or Operations Managers.
Oversees all aspects of team member training and development related to programs and client needs
Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.
Manages all financial and budgeting responsibilities of operational support division.
Oversees performance and quality standard reviews to ensure outcomes meet client expectations.
Troubleshoots and creates action plans to quickly and effectively address problems.
Identifies process improvement opportunities to drive operational efficiencies operation.
Monitors all key metrics in support of meeting/exceeding initiative objectives.
Other Related Duties
Maintain positive, consistent, and effective communications with staff and Senior Leadership teams
Other Duties as Assigned