Manager Of Operations Jobs

Responsibilities

• Manage functional team, along with portfolio of open work orders to deliver positive client outcomes

while achieving internal and external Service Level Agreements (SLAs)

• Provide analytical support for the department and leadership; creatively develop workforce staffing

solutions, daily workforce schedules and intra-daily scheduling solutions

• Develop and present industry/market research findings, trends, benchmarking and other pertinent
• Create work order forecasts by drawing on historical, current, and metric-based data

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

• Analyze data and forecast potential impacts to operations; ensures ability to meet SLAs for all team
• Drive operational efficiency by managing team Key Performance Indicators (KPIs) and SLAs

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

• Responsible for delivery and development of the capacity planning function as a key member of the
• Attend regular client status meetings, if applicable

contact center leadership team, if applicable

• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills

• Verbal Communication - Proficient
• Teamwork – Advanced
• Prioritization – Advanced
• Problem Solving - Proficient
• Relationships - Advanced
• Customer Service- Advanced
• Organizational Awareness - Proficient
• Written Communication - Advanced
• Negotiation – Proficient
• Learning Agility - Proficient
• Analysis - Advanced
• Process Orientation - Proficient

Role Specific Skills

• Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, Outlook required

People Management Skills

• 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 engaging a team through communication, processes, personal impact and influence
• Proficient in coaching and developing individual team members to reach their potential

Qualifications
Minimum Qualifications

• Bachelor’s degree or equivalent experience
• 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

Other Relevant Qualifications

• Facilities industry experience preferred
• Trade experience preferred

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.