Position title
Operations Manager
Responsibilities
- Oversee the day-to-day operations of the virtual concierge team
- Team huddles at start of day
- Set gameplan
- Set schedules
- Set and achieve team goals and targets
- Remind staff of days needed for booking
- Keep staff engaged on goals
- Monitor and manage team performance
- Consistent 1-1s with team
- Hold team accountable on goals/ tasks
- PIP management if needed
- Consistent team meetings (bi-weekly/ weekly)
- Provide leadership and direction to team members
- Coach and develop
- Key players observation
- Ensure that team members are properly trained and equipped to provide excellent customer service
- Set up training schedules
- Quiz staff on knowledge
- Implement and maintain effective processes and systems to support the team
- Collaborate with other departments to ensure that all aspects of the clinic run smoothly
- Join other department meetings (marketing / Front desk / clinic / operations)
- Provide weekly and monthly reports to the Director of Virtual Operations
- Week recap / Month end reports
- Bookings
- Conversions
- KPI goals
- Lead reporting
- Key trends
- Identify areas for improvement and implement changes to optimize team performance.
- Understand policy and procedures.
Qualifications
- Proficiency in Spanish
- Minimum of 3 years of experience in an operations management role
- Minimum of 3 years of Call Center experience
- Experience managing a customer service team
- Strong leadership and decision-making skills
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Experience with process improvement and implementation
- Strong project management skills
- Experience with CRM software
- Must be able to work during business hours (PST)
Screening Criteria:
- MUST HAVE STABLE EMPLOYMENT HISTORY.
- Minimum of 3 years of experience managing a Call Center
- Knowledge of customer service, sales, and operations management.
Hiring organization
Connext
Job Location
WFH Permanent
