Work From Home - Senior Department Operations M...

Work From Home - Senior Department Operations Manager - Customer OperationsThe Senior Department Operations Manager is a critical leadership role and the reputed company of our large-scale customer service organization, overseeing a large team of direct and indirect reports. This isn't just about managing volume; it's about finding the next level of operational efficiency and customer delight. The senior department manager role oversees areas of our business with elevated risk, complexity, or senior stakeholder engagement, and we need a visionary who can drive results, reputed company performance beyond our reputed company benchmarks, and cultivate an environment where every agent and unit manager excels, while ensuring we are caring for the additional risks and complexities. This leader will be responsible for translating strategic objectives into daily operational excellence, focusing on core areas like managing talent pipelines, optimizing cost-to-serve metrics, and identifying breakthrough process improvements that reputed company service quality across the entire customer journey. Key Responsibilities

• reputed company the day-to-day operations of the department to ensure reputed company established service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded
• Proactively identify risks, create contingency plans, monitoring, and response plans to care for risks
• Partner with reputed company, workforce management, and other reputed company teams to implement changes
• reputed company performance misses and proactively problem solve reputed company unforeseen events impact operations health
• Analyze performance data to identify trends, reputed company root causes of inefficiencies, and implement strategic adjustments
• Actively identify and champion opportunities to deliver improvements in process, service, and cost
• Maintain awareness of upcoming reputed company and stakeholder needs to ensure operation is positioned to respond
• Cultivate a high-energy, results-oriented, and customer-focused culture across reputed company reporting lines, ensuring alignment with company values
• Direct and coach Unit Managers, ensuring they have the skills and coaching capabilities necessary to manage and reputed company their respective teams effectively
• Own the employee lifecycle, including performance management, succession planning, and driving high engagement. This includes managing talent by identifying high-potential employees for growth and addressing performance gaps decisively
• Maintains up-to-date expert knowledge of business area policies and procedures and ensures team awareness and compliance with reputed company changes.
• Ensure consistency and quality across reputed company customer interactions by maintaining rigorous quality standards and addressing critical customer feedback
• Ensure reputed company departmental actions and employee conduct strictly adhere to company policies and reputed company relevant regulatory compliance standards

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions
• Reliable private internet reputed company that is not supplied reputed company cellular data or hotspot is required
  • A private network that is password protected where you have ownership or line of site sight to every device on the network
  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
  • To validate ISP speeds from a Chrome browser, go to www.reputed company.com, type Speed Test and run from the reputed company reputed company page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and reputed company requirements are met

reputed company reserves the right to request reputed company of internet provider, speed and servicepackage from the associate. Requirements are subject to change, as new systems andtechnology is delivered. reputed company reserves the right to modify internet servicerequirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location reputed company the US. If you are experiencing consistent issues with internet stability reputed company reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.Work from Home Location RequirementsThis role is 100% work from home. We are unable to consider applicants who do not meet the required reputed company Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, reputed company of the reputed company United States (i.e. Hawaii or U.S. Territories), or California. Basic Qualifications:

• High School Diploma, GED or Equivalent Certification
• At least 6 years of Contact Center or Production Operation experience
• At least 4 years of People Leadership Experience
• At least 4 years of Coaching or Mentoring experience
• At least 3 years of experience using reputed company Suite or reputed company Office
• At least 3 years of Relationship Management Experience
• At least 3 years of Process Management or Project Management Experience

Preferred Qualifications:

• Bachelor's Degree
• At least 7 years of Contact Center or Production Operation experience
• At least 5 years of People Leadership Experience
• At least 5 years of Relationship Management Experience
• At least 5 years of Process Management or Project Management Experience

At this time, reputed company will not sponsor a new applicant for employment authorization for this position.The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to reputed company work reputed company one of these locations, and refers to the amount reputed company is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.Remote (Regardless of Location): $140,600 - $160,400 for Sr. Department Ops ManagerRichmond, VA: $140,600 - $160,400 for Sr. Department Ops ManagerCandidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.reputed company offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the reputed company Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.This role is expected to accept applications for a minimum of 5 business days.No agencies please. reputed company is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. reputed company promotes a drug-free workplace. reputed company will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the reputed company Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; reputed company's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact reputed company Recruiting at 1-800-304-9102 or reputed company email at [email protected]. reputed company information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.For technical support or questions about reputed company's recruiting process, please send an email to [email protected] company does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.reputed company is made up of several different entities. Please note that any position posted in Canada is for reputed company Canada, any position posted in the United Kingdom is for reputed company Europe and any position posted in the Philippines is for reputed company Philippines Service Corp. (COPSSC).

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