Operations Manager

Reporting to the Call Center Director, the Shift Manager will be responsible for overall operational execution and management of staff, for achieving targeted KPIs and profitability metrics, and for providing leadership for up to 300 staff members during their shift.  Additional responsibilities include employee selection, retention, continuous operational improvement, inspection and execution of OneTOuch Direct best practices, and a strong commitment to culture and employee satisfaction.

Shift Managers must have a strong commitment to and exhibit OneTouch Direct’s Core Values when interacting with internal peers and external business partners.  You’re responsible for driving a profitable business-focusing on creating genuine connections that foster customer loyalty, love of the brand, and strong community engagement.  Must be flexible to work all hours of the call center including nights and weekends.  

·       Thrive as a team player in a fast paced, high energy, change-oriented environment.

·       Act as a business owner with an emotional connection to everything in the location and creating a great place to work environment for all employees 

·       Interprets financial and operational reports and schedules; analyzes data and identifies gaps in operating performance; and develops solutions to ensure that operating goals are achieved

·       Provide enlightened leadership to the management teams to achieve desired service levels, expense control, employee development, key KPIs and including defining departmental policies, process and training.

·       Effectively translate corporate strategies into timely and comprehensive tactical plans to achieve goals.

·       Develop and maintain strong interpersonal relationships with peers throughout the organization to ensure effective communications are established and goals are clearly understood.

·       Works cooperatively and collaboratively with all levels of employees and management, to maximize performance, creativity, problem solving, and results.

·       Maintain outstanding location condition and visual standards

·       Ability to work weekends, some holidays, evenings, and additional shifts as needed

·       The list of functions may not be all inclusive and can be expanded to include other duties or responsibilities as needed.

Requirements

Required Skills:

·       Demonstrated motivational skills and best practices in team building and rallying with a sales staff.

·       Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness.

·       Proven leadership skills to effectively develop, lead, inspire, and motivate a high performing team.

·       Ability to think analytically to identify trends and take appropriate actions.

·       Detail orientation, organizational, prioritization, and time management skills; experience preferred.

·       Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.

·       Proven ability and experience in creating and deploying strategic and tactical plans; ability to translate organizational strategy into functional imperatives.

Required Competancies:

·   Strong analytical skills and the ability to drive change and manage long term projects.

·   Excellent oral and written communication skills, coupled with outstanding interpersonal.

·   Experience with strategic initiative developmental and implementation, specifically with operating policies and procedures and work process improvements.

Benefits

WHAT YOU’LL EXPERIENCE:

• Full-Time Hours: 50 hours per week schedule
• Supportive Environment: Classroom training, plus ongoing support for your success!
• Great workplace: Daily and weekly incentives to create a fun, competitive, and rewarding environment!
• Benefits: Health Care Plan (Medical, Dental & Vision)
• Growth: Opportunity for professional advancement as we grow!
• Culture: Diverse, welcoming culture with Employee Resource Groups