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Operations Manager

Operations Manager
Company:

Appen



Job Function:

Management

Details of the offer

Overview
Appen develops high quality speech and language technology solutions namely used in car navigation systems, mobile phones, word processing packages, directory assistance, speaker verification tools and hand-held machine translation devices. Our staff comprises Linguists, IT professionals and Project Managers who collaborate to produce quality work in over 100 different languages for many of the world’s leading companies.
Key Responsibilities:
Follows directives of Director, Secured Facility and Operations
Collaborates and cooperates with other functional areas including; Human Resources,IT, Finance, Facilities, Project Management team
Provide leadership, direction, support and career development to Team Managers in a manner consistent with Appen Core values and Business Initiatives
Train, motivate and coach the Team Managers on the essential skills to meet targets set by projects
Able to do analysis and RCA's based on projects assigned to drive performance, efficiencies, and productivity
Understands the ins and outs of performance Management and able to implement
Appropriately prioritize team goals and individual goals to effectively achieve business objectives
Communicates frequently and openly, to motivate team members to achieve project goals
Actively seeks input from team members who will be impacted by any changes to existing operations
Provides rewards and recognition for top performers
Continually seeks opportunities to improve overall performance, critical metrics that matter, and value add initiated actions.
Ensure that team member, client goals, are exceeded/met on a monthly basis
Collaborate with Capacity planner and Service Excellence/Innovation team to implement their recommendations for improving operational efficiencies
Collaborate with Human Resources to ensure that policies and procedures are consistently and fairly applied
Work with the Service Excellence and Innovation department to ensure consistency in quality work on Transription/Relevance/Data Collection and Annotation
Maintains an excellent working knowledge of the entire Projects assigned, with close relationships with stakeholders
Update and continuously develop knowledge on project management and operational performance to provide recommendations that improve the customer experience, employee satisfaction, and corporate performance
Develop and implement SOPs and relevant processes needed by operations.
Able to manage multiple projects on a highly matrixed environment
Financial Management on projects assigned is a priority
Demonstrates a commitment to achieve all goals and objectives
Demonstrates strong leaderhip presence within the center, in an engaging manner, and is approachable at all levels.
Maintains open door policy
Able to do presentations in front of stakeholders
Other duties as assigned

Qualifications:
College Degree required
Minimum of 5-8 years call center experience required, with at least 2-3 years at Operations Manager level
Managed multiple programs at one time, on a multi skillset environment
Has done continous improvement projects on assigned programs

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Source: Jora

Job Function:

Requirements

Operations Manager
Company:

Appen



Job Function:

Management

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