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Operations Manager in Colorado Springs, CO at SNI Technology

Date Posted: 9/10/2019

Job Snapshot

Job Description

Our client is looking for an Operations Manager for an exciting direct hire opportunity. Our client provides business and IT outsourcing services, and they take intense pride in helping companies handle their business operations. As part of our client's local management team, you will oversee and lead performance, monitoring overall KPIs and targets in your team. Our client cares about the work they do, the companies they partner with and the customers they serve and we believe our people are critical to our success. Ideally, the Operations Manager will be from an IT support background, and have extensive experience in delivering support to enterprise consumers. A confident team manager, you will have a team of approximately several hundred and have a client facing role.


Duties

  • Plan by prioritizing customer, staff and organizational requirements
  • On-board a team of specialists and develop the business unit knowledge
  • When needed, serve as part of the escalation path for operational issues
    Maintain continuous lines of communication, keeping the global leader of Consumer and client director informed of all critical issues
  • Responsible for a wider perspective of metrics achievement
  • Manage section and delivery managers locally
  • Run, analyze reports and create action items to improve the operation and ensure metrics achievement
  • Manage headcount numbers and work with the client director to update the quotas/targets
  • Open communication with the delivery team to review team's status, metrics, possible issues/needs, and proceed with actions. Also to keep the managers updated on latest news, action plans, etc.
  • Concurrent meetings with customer's managers, if needed
  • Ensure that the support team meet KIPs and SLA
  • Attend regular operational and business review meetings
  • Participate in the review processes and workflow to diagnose areas for improvement
  • Create, implement and maintain business processes
  • Proactively proposes improvement plans where gaps are noticed
  • Performance management and people development

Requirements

  • 2+ years of demonstrable experience leading a support team of at least 200 team members
  • Strong organizational, planning, leadership and management skills with a confident and professional manner
  • Strong English communication skills with excellent presentation skills
  • Excellent soft skills, including conflict resolution, influence and negotiation skills
  • Critical thinker and ability to make decisions
  • Ability to work under pressure in a highly targeted environment
  • Committed to self-development and the development of others

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