Summary

The Operation  Manager is responsible for work environment, client satisfaction and profitability of one or multiple programs by being the main point of contact for our Client and the leader of the Business Unit integrated by Team leads , Quality team and Supervisors.

Responsibilities

·       Coordinate internal departments and Operations to meet client's deliverables

·       Manage a healthy program performance scorecard based on annual strategic plan of the country market

·       Develop direct reports and potential Operational leaders

·       Execute GESP, TOPS, BEST AM, BEST QA and regional Operations basics

·       Perform contractual compliance process and achieve SLAs

·       Elaborate client needs assessment and propose resources needed

·       Develop a strong relationship with client

·       Report Gross profit deviations and action plan to Site Operations Manager

·       Report monthly performance to Site Operations Manager

·       Control operations financial assumptions

·       Participate with HR Manager and Site Operations Manager to support ESAT and employee retention plans

·       Lead the local support areas towards program objectives.

·       Supervise fraudulent activities such as but not limited: illegal transactions, inappropriate changes, released calls and login-logout.

·       Follow up on Client´s escalations process

·       Elaborate fraud risk assessment and ensure proper controls are in place and documented in TP control.

Education and Specific Training:

·       Bachelor degree or currently studying with a 80% of completion

·       English Level C1

·       Full time

Site: Toluca