Operations Manager

Vaga não está no LinkedIn

🕒 Outubro 28

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $65.000 - $90.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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Pearl Interactive Network, LLC

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2004

🏥 Saúde

💼 Consultoria

📦 Logística

Healthcare • Consulting • Logistics

A Pearl Interactive Network, LLC é um fornecedor de contact center e suporte ao cliente especializado em suporte a beneficiários, saúde comportamental e operações de call center multicanal para clientes federais, estaduais e comerciais. Com mais de duas décadas de experiência e gestão de milhões de interações com cidadãos anualmente, a Pearl combina gestão de força de trabalho, pessoal treinado e tecnologia para oferecer interações consultivas, muitas vezes complexas e centradas no ser humano. A empresa faz parcerias com contratantes principais, agências governamentais e organizações comerciais para melhorar o acesso a serviços e promove a responsabilidade social ao criar oportunidades de emprego para populações carentes.

Descrição

• Manage, coach, and develop a team of supervisors • Oversee daily contact center operations across telephone, chat, secure messaging, and web form channels • Ensure inquiry handling, information delivery, communication, procedures, and service standards meet requirements • Supervise frontline supervisors and team leads and reinforce accountability • Monitor service-level agreements, productivity, quality, response times, customer satisfaction, and contractual performance • Analyze operational reports, staffing data, quality findings, inquiry volumes, backlogs, and performance metrics • Develop and implement operational improvement plans • Coordinate coaching and performance management with supervisors, Quality Assurance, and Training • Support recruiting, hiring, onboarding, and retention activities • Coordinate staffing and resource allocation across communication channels • Coordinate bilingual service delivery and language-capable staffing coverage • Review schedules, attendance, forecasts, workload distribution, and coverage plans with Workforce Management • Identify training needs and coordinate training support • Collaborate with Quality Assurance to identify root causes and corrective actions • Ensure accurate records of attendance, productivity, coaching, escalations, incidents, and performance • Recommend updates to knowledge content, scripts, job aids, workflows, and training materials • Coordinate responses to service disruptions, backlogs, technical issues, and staffing shortages • Coordinate with USCIS and technical and operational stakeholders on authorized system maintenance, upgrades, and releases • Monitor impacts of approved system changes and coordinate communications, workflow adjustments, and training • Prepare and provide operational reports on staffing, productivity, service levels, quality, volumes, backlogs, corrective actions, and improvements • Coordinate with the Project Manager on contract performance, deliverables, risks, staffing, and operational issues • Coordinate with the Site Manager on facility needs, onsite staffing, workplace readiness, and local logistics • Escalate contractual, technical, staffing, security, and performance issues beyond authority • Promote communication, accountability, engagement, and continuous improvement • Perform other duties as assigned

🎯 Requisitos

• Bachelor’s degree in business management preferred • US Citizen • 3+ years of related experience in operations and customer service, including supervisory or equivalent military experience • Experience implementing call center services organizations and startup operations • Experience managing and coaching various organizational levels • Knowledge/experience in infrastructure management, including facility, IT support, and business processes • Intermediate to advanced proficiency with MS Outlook, Calendar, Excel (Office 365–2016), and SharePoint • Experience with web-based applications and cloud services, including document storage • Excellent verbal and written communication skills • Strong time management skills and ability to assess and adjust priorities • Ability to work effectively in both in-office and virtual teams • Ability to solve complex problems and issues • Strong analytical skills to interpret and forecast financial budgets • Ability to develop, recommend, and implement continuous process-improvement plans • Strong leadership experience and skills • Customer relations skills and experience • Flexibility and willingness to perform other assigned duties • Broadband internet with minimum 25 Mbps download and 5 Mbps upload speeds • No satellite connections • Ethernet cable access; Wi-Fi-only connectivity prohibited • Private, secure, distraction-free home workspace

🏖️ Benefícios

• Medical, Dental, Vision, and Life Insurance • Paid time off • Paid holidays • 401K eligibility • Additional ancillary benefits supporting professional, physical, and financial well-being • Professional development and coaching program • Flexible operating hours • Computer equipment, monitor, and headset provided • Remote work arrangement • Private and secure home workspace

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