AGM Operations - Diversity Hiring

Position SummaryResponsible for the profitability and management of call center operations activities of a very large,multiple and/or complex LOB's / client/s / account/s / program/s that contribute to the acquisition,satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to themanaged account/s. Acts as the primary interface of clients and maintains cordial and effective workingrelationships with them. Ensures the achievement of KPI's and metrics through proactive management ofthe operations teams and active coordination with various support teams. Ensures that all client/s /account/s / program/s processes and procedures are adhered to and that individual/team/program metricsare consistently improving.Functional Responsibilities1. Accomplishes all of the roles and responsibilities of an Operations Manager, such as but notlimited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/sby ensuring the attainment of client-specified KPI's and targets; Maintains, company-set ratios onstaffing to ensure smooth operations of the program/s; Upholds company policies as it relates tothe program/s and drives for adherance to such policies; Ensures recognition and reward for topperforming team members through incentive pay-outs nad non-monetary rewards; Conductsperformance planning / appraisal / feedback activities as well as proper documentation of such;Coordinates with internal support functions as needed.2. May assume an AGM role in the absence of a Director of Operations, in which there is full P&Lresponsibility for all LOB's / client/s / program/s managed and supported.3. May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed andsupported, in terms of growth, process improvements and efficiencies, enhanced profitability orpossible new business opportunities, ensuring alignment to the overall business strategy of theorganization.4. Maintains cordial and effective working relations with external clients and serves as the primaryinterface of clients. Translates client requirements into action plans for the LOB's/account/s /program/s. Establishes open and honest communication regarding all aspects of theLOB's/account/s'/program/s' performance. Anticipates the needs of the clients proactively andacts on such requirements before they arise.5. Participates in the budgeting process and adheres to the established budget for the LOB's /account/s / program/s. Manages costs and expenditures efficiently and wisely within budgetedguidelines. Actively monitors expenses incurred.6. Maintains a high level of morale and productivity within the LOB's/account/s / program/s. Ensuresthat each team member is leading by example in step with the company's vision, mission, valuesand competencies. Provides direction, mentoring, coaching, and counseling to direct reports andto the rest of the team as necessary and appropriate.

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