Operations Manager - San Jose, Costa Rica - Bill Gosling Outsourcing

Bill Gosling Outsourcing San Jose, Costa Rica

hace 3 días

De jornada completa

Descripción

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the "Apply" button to get started

MAKING LIVES BETTER, ONE CONNECTION AT A TIME

For over 60 years, Bill Gosling Outsourcing has been providing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. Come soar alongside our Goslings, our clients, and our shared customers in one glorious, honking flock

PURPOSE OF THE POSITION:

The Operations Manager is responsible for the overall performance and budget of their multiple client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

RESPONSIBILITIES

Work with the President and senior management to ensure the Company vision and core values are integrated into our operational strategies.

Ensure the productivity of departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded

Understand Client SLAs and contractual requirements to ensure we met objectives

Manage all inventory in line with company requirements

Ensure that all necessary facilities and/or tools are available for use by employees

Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate

Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated

Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy

Manage all client reporting and internal reporting and billing requirements in a timely manner

Performance manage direct reports and overall team to ensure we grow and develop our talent

Develop strategies to enhance productivity or improve processes and procedures

Prepare monthly forecasts, revenue and expenses for portfolios

Motivate staff through established incentive programs or ad hoc contests

Establish work schedules to meet Company and client requirements

Champion company core values and other company programs to engage and motivate our employees

Other duties as assigned

REQUIRED EXPERIENCE/QUALIFICATIONS

2+ years managing 100+ people in outsourced call center. Experience managing multiple clients or LOB's is a plus

Great at fostering and growing Client relationships

Strong problem solving skills, 6 Sigma green belt is a plus

Culture eats strategy for breakfast Demonstrated ability to build a high trust, high performance culture

Skilled team player – track record of partnership with internal and external stakeholders

ARE YOU A GOSLING?

At Bill Gosling Outsourcing, we live by our 5 core values If these resonate with you continue reading and join our team

Never Satisfied – Do you have a fire in your belly to win? We want people on the team who want to win and are willing to commit themselves to this outcome.

Able to Grow, Eager – In order to get better, you must crave to learn...continually. You have a desire to always be learning, growing personally and professionally.

Make Others Better – Simply put, for our business to survive and thrive, it will only happen if we all get better. That means everyone at Bill Gosling, not just yourself.

Creativity and Innovation – Methods of doing business are rapidly evolving. We must continually innovate and discover technology solutions that provide superior outcomes.

Have Fun, Energetic – We focus on celebrating our wins along the way, laughing at ourselves and with our peers, and generally having some fun keeps the right balance for the family.

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