Milestone Technologies, Inc.

  • Operations Manager

    Job ID
    2018-6577
    # of Openings
    1
    Category
    Support/Admin
    Hire Type
    Regular Full-Time
    Job Category
    Customer Service
  • Overview

    The Operations Manager role is crucial in ensuring that our client and employee’s expectations are exceeded thus resulting in a world class experience. Milestone is looking for a passionate, self-motivated Manager who brings a wealth of people management, knowledge and expertise.

     

    Milestone is a Managed Service Provider that uses a holistic approach to bridge the gap between technology and people. At Milestone, we go above and beyond the typical scope of day-to-day, We make it our mission not only to resolve your service operation problems, but study and improve the overall workflow and functionality of your business.  Every service we provide is driven by experienced people who are determined to help our clients achieve their goals by understanding their business and aligning our resources accordingly.

     

     The best candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their Global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. You will work with internal client peers of all sizes and must have sufficient presence and communication skills to represent the Milestone across all departments. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client’s long-term business strategy under the guidance from our Global Service Operations Management Team.

     

    The Operations Manager is responsible for the following specific areas of the program:

    Responsibilities

    • Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve. Present operational metrics weekly to Contact Center Leadership & Vendor.
    • Collaborating with Milestone Human Resources & Senior Leadership team on Employee related issues.
    • Coaching & Developing Supervisors to ensure effective leadership.
    • The ability to execute on all the tactical functions required daily that are set by the Sr. Ops Manager.
    • Have excellent problem solving, communication, and organizational skills.
    • Must have experience with KPI’s and Operational Metrics as defined by company and/or client.
    • Must be able to effectively collaborate with internal (Milestone) team members as well as Client Team members.
    • Responsible for fostering and maintaining an environment centered around Employee Engagement.

    Qualifications

    • 4-5 years in a leadership role within a Contact Center environment.
    • Experience within a BPO or MSP preferred.
    • Contact Center experience in a technical support environment.
    • Knowledge of KPI’s and other metrics determined by company or client.
    • Accustomed to executing tactically.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.