SBS Service Operations Manager

Directs staff to ensure adherence to high levels of quality and service to clients. Handles 5 Team leaders at a minimum. Establish processes and initiatives to improve quality and productivity performance of the business unit. Ensures that all negative client surveys and quality evaluations that are below expectations are resolved within 24-48 hours. Ensures that all Team Leaders under his supervision completed all necessary supervisory tasks such as, but not limited to phone time, quality evaluations and one on one coaching. Develop Team Leaders and associates by means of TRIAD session, inspection of coaching documents, performance updates, coaching intervention, daily/weekly/monthly performance review with the Team leaders and regular coaching and meeting sessions. Ensures that all performance metrics are met like internal and external quality and productivity. Measurement is his own scorecard as an associate manager. Works closely with other internal service delivery organizations s...