Sr. Operations Manager

 

Do you believe in what you do?  Can you feel it?  Do you have what it takes?  How strong is your commitment?

 

These are the types of questions we encourage our 65,000 associates to ask themselves every day.  They are thinkers, doers, believers, achievers, leaders...

 

You can sum up the Sitel culture in three words:  Vision. Passion. Purpose.  These words are the heart of Sitel and embody everything we do.

 

Our growing company is currently seeking a Sr. Operations Manager for our Birmingham, AL location.

 

Summary of Primary Job Responsibilities:

Manage a team of Operations Managers who, in turn, have direct supervision of Coaches in the day-to-day operations for teams of associates performing customer care or technical support functions for our clients.  Primary responsibility for Operations Manager training, development, and leadership to ensure associate and client satisfaction in meeting designated performance goals.  Ensures client and corporate service, quality, and contribution goals, financial, metric and associate satisfaction goals within the site are met.  Provides leadership and management to associates; provide training and development of supervisory team.  Coaches and mentors team.  Regularly conducts team meetings.  Supervises multiple teams for one or more clients.

Note:  This level position supports a career path to a Site Director or other director level position within the company.  Incumbents hired or promoted to this level have been identified as high performers through prior experience and/or demonstrated skills and abilities.  Incumbents will have more direct interface with clients and advanced operational and financial aspects of site administration to prepare them for advancement.  This position may not exist in all sites.

 

Typical Qualifications:

Education: Four-year college degree in business management/administration or equivalent combination of education and directly related experience.



 

Experience:  Four or more year’s directly related experience including two or more years supervisory experience.



 

Skills:  Demonstrated strong leadership skills with ability to manage large groups of people in a customer contact center environment.  Strong verbal/written communication and facilitation skills.  Strong interpersonal skills and experience demonstrating successful associate, customer and client relationships.  Ability to manage complex issues and satisfactory problem resolution. Time management skills with ability to multi-task, organize, prioritize. 



 

Knowledge/Abilities:  Demonstrated knowledge of contact center operations and customer support functions.  Demonstrated knowledge of technology and general business management.  Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals. Demonstrated ability to execute with a sense of urgency. 



 

Travel Required:Some travel; less than 20%

 

Sitel offers a comprehensive benefits package. Compensation is commensurate with skills and experience. Criminal background investigation and credit check will be obtained for all candidates being considered for this position.

 

Sitel is an Equal Opportunity Employer.