Operations Manager

Responsibilities

• Manage phone agents for both Tier I and Tier II service levels
• Partner with operations supervisors to deliver contractual performance guarantees
• Develop and execute plans to improve customer satisfaction and quality for off-shore and off-phone processes
• Manage the customer care delivery model, identifying out-of-scope services and creating change requests
• Respond directly to client escalated issues and manage client reporting
• Support new customer care implementations and drive existing client change-orders
• Develop knowledge and content management strategies for customer care desktop tools

Requirements

• Bachelor’s degree in a related field or 2-3 years of relevant experience (or equivalent combination)
• Proven experience in call center operations management
• Experience in people management and leading teams
• Experience in client-facing roles
• Strong knowledge of customer service and service-related best practices
• Understanding of general system environments and process flows

Preferred Qualifications

• Experience working in an operational role with an HR, payroll, or benefits outsourcing provider

Benefits

• Health coverage and wellbeing programs
• Paid leave including vacation, sick, and parental leave
• Retirement plans
• Learning and development opportunities

About the Company

Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in over 180 countries, we design and deliver people-first solutions powered by cloud-based technology to help organizations grow and enable workforces to perform at their best.