Manager of Operations
Lessen
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Phoenix, AZ, USA
Posted on Tuesday, April 23, 2024
The Manager of Operations provides leadership, support, and ensures alignment to the strategic direction driven by leadership to a team. This position is responsible for high operational output & performance, forecasting, scheduling, intra-day, and/or change management, along with delivering operational excellence. Additionally, this position is responsible for creating and developing relationships with internal and external clients.
What You'll Do:
- Provide analytical support for the department and leadership; creatively develop workforce staffing solutions, daily workforce schedules and intra-daily scheduling solutions
- Create work order forecasts by drawing on historical, current, and metric-based data
- Develop and present industry/market research findings, trends, benchmarking and other pertinent information to internal teams, clients and senior leadership
- Analyze trends and gather input critical to operations to ensure optimum productivity and operational results are accurately reported
- Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs
- Analyze data and forecast potential impacts to operations; ensures ability to meet SLAs for all team activity
- Develop key client relationships; collaborate with key stakeholders in markets to devise solutions to client issues
- Work cross-functionally with other teams to manage vendors in region(s); make strategic decisions about capacity planning and fulfillment of services
- Contribute to various strategic projects that drive better outcomes, improved efficiencies, technology enhancements and scalability for the department
- Identify business opportunities based on analysis reports; examples include consolidating queues, changing hours
- Coordinate and track productivity; provide ongoing detailed variance explanations and recommends solutions when needed
- Attend regular client status meetings, if applicable
- Responsible for delivery and development of the capacity planning function as a key member of the contact center leadership team, if applicable
- Ensure confidentiality of internal and external data
- Perform ad-hoc projects and other duties as assigned
You Should Have:
- Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required
- Proficient in all people management processes, including recruitment, performance management and reward
- Proficient in building, growing and developing a team; including department structure design and resourcing
- Proficient in coaching and developing individual team members to reach their potential
- Proficient in engaging a team through communication, processes, personal impact and influence
Preferred Requirements:
- Bachelor’s degree
- 6 + years business experience, including 5 or more years building and/or managing accounts/stores/regions, particularly within the retail industry
- Experience managing and leading individuals or small teams
- Trade experience preferred
- Facilities industry experience preferred
This job is no longer accepting applications
See open jobs at Lessen.See open jobs similar to "Manager of Operations" General Catalyst.