Job Title: Senior Operations Manager The Senior Operations Manager is responsible for overseeing the day-to-day operations of a team of call center associates. - Manage a team of call center associates, including work and attendance monitoring in accordance with organizational policy and applicable legal requirements. - Coach direct reports on their performance to ensure performance metrics are achieved at a minimum weekly basis. - Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. - Ensure service delivered to customers meets contractual Key Performance Indicator (KPIs) and financial expectations. - Communicate expectations to employees and provide timely updates. - Provide subject matter expertise in handling escalated customer calls as needed. Required Skills and Qualifications: - Associate's degree in a related field with two to four years of relevant experience preferred. - Highly motivated individual with skills to develop and coach team members to achieve performance expectations. - Work well under pressure and follow through on items to completion. - Strong communication skills, both written and verbal. - Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables. Benefits: - Opportunity to work with a dynamic team. - Chance to develop leadership and coaching skills. - Competitive compensation package. Others: - Must be willing to work a flexible schedule. - Must be able to travel occasionally. Career Level Description: Receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures, and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues.