Manager of Operations

Responsibilities
• Manage functional team, along with portfolio of open work orders to deliver positive client outcomes
while achieving internal and external Service Level Agreements (SLAs)
• Provide analytical support for the department and leadership; creatively develop workforce staffing
solutions, daily workforce schedules and intra-daily scheduling solutions
• Create work order forecasts by drawing on historical, current, and metric-based data
• Develop and present industry/market research findings, trends, benchmarking and other pertinent
information to internal teams, clients and senior leadership
• Analyze trends and gather input critical to operations to ensure optimum productivity and
operational results are accurately reported
• Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs
• Analyze data and forecast potential impacts to operations; ensures ability to meet SLAs for all team
activity
• Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to
client issues
• Work cross-functionally with other teams to manage vendors in region(s); make strategic decisions
about capacity planning and fulfillment of services
• Contribute to various strategic projects that drive better outcomes, improved efficiencies,
technology enhancements and scalability for the department
• Identify business opportunities based on analysis reports; examples include consolidating queues,
changing hours
• Coordinate and track productivity; provide ongoing detailed variance explanations and recommends
solutions when needed
• Attend regular client status meetings, if applicable
• Responsible for delivery and development of the capacity planning function as a key member of the
contact center leadership team, if applicable
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
Professional Skills
• Customer Service- Advanced
• Verbal Communication - Proficient
• Written Communication - Advanced
• Teamwork - Advanced
• Relationships - Advanced
• Negotiation - Proficient
• Organizational Awareness - Proficient
• Learning Agility - Proficient
• Analysis - Advanced
• Problem Solving - Proficient
• Process Orientation - Proficient
• Prioritization - Advanced
Role Specific Skills
• Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required
People Management Skills
• Proficient in all people management processes, including recruitment, performance management
and reward
• Proficient in building, growing and developing a team; including department structure design and
resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence
Qualifications
Minimum Qualifications
• Bachelor's degree or equivalent experience
• 6 + years business experience, including 5 or more years building and/or managing
accounts/stores/regions, particularly within the retail industry
• Experience managing and leading individuals or small teams
Other Relevant Qualifications
• Trade experience preferred
• Facilities industry experience preferred
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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