Onsite Operations Manager

About this role

## Overview

The Operations Manager will play a critical role in ensuring that our customer center remains customer centric. He/she will be responsible for managing operations to meet client-defined metrics, focusing on client satisfaction and exceeding expectations in areas such as:

• Scorecard (Client)
• Quality
• Adherence
• Turn Times
• Throughput
• Analyzing statistical reports and arrival patterns to ensure adequate staffing levels are maintained to meet service level agreements
• Conducting Focus Group Discussions (FGD) to identify and address concerns raised by employees at all levels

The Operations Manager will also manage accounts at the operational level, ensuring the production, cost, and financial results align with internal metrics, including:

• Manpower Utilization (Internal Productivity)
• Attrition
• Production (hours)
• Forecasting account revenue and spending to align with revenue and EBIT goals
• Maximizing the impact on financial performance by managing productivity metrics such as hours produced vs. paid hours, production statistics, and operating costs
• Monitoring and analyzing internal metrics related to productivity, direct and indirect costs, and other financial aspects

*EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.*

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

## Responsibilities...