Senior Operations Manag

Job Description
Manages group of Operations Managers. Coaches and develops teams in all areas of performance including, but not limited to quality, quantity, productivity, and leadership. Participates in call monitoring calibrations and reviews calls being disputed and manages the service quality for assigned teams.
Key Responsibilities:
Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved.
Directly manages a team of Engagement Coaches and directs their activities toward accomplishing engagement center goals and objectives. Hires, trains, develops, and retains a diverse workforce. Writes and conducts performance evaluations, makes employment decisions, sets performance goals and objectives for assigned team.
Responsible for managing team and individual schedule adherence and attendance. Manages employee issues regarding attendance, performance, behavior, and deliver...