Overview Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Metro Manila, Philippines, Bogota, Colombia, and Chennai, India. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees. We invest in people and culture because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive breakthrough results. We offer a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect. Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal. Accountability - Act like an owner. Take pride in your work. Grace - Respect and appreciate differences. Care for one another and embrace humility. Our Mission: To create conditions wherein people can thrive! As an Operations Manager, you will be responsible for a wide spectrum of projects. You must be able to multitask with ease and proficiency. You will oversee and drive performance and continuously improve overall client experience and results. You will manage the efficiency and profitability of core programs or LOB while also ensuring successful execution in the interconnected operations across the enterprise. This includes creating world-class delivery centers which translate into a premium client experience, loyalty, and retention in a way that maximizes customer and shareholder value. Responsibilities Manage 5-7 Team Managers in the business. Manage all operational key metrics, as well as, Attrition, Management Development, and create a high performing team. Provide business updates with Client on a weekly/monthly basis. Drive new initiatives to drive overall performance, coordinate and drive case studies to address risk and drive improvements within current processes. Manage daily performance, adherence, and staffing levels. Responsible for managing call center operations activities including day-to-day operations, training, and quality for one or more accounts/programs/LOB's that contribute to the acquisition, satisfaction, and retention of client contracts/agreements Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FPS through active coordination with various Operations and Support teams (i.e. Quality, Training, Human Resources, I.T., etc.) Establishes policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy Partner with site leadership to ensure compliance with operational governance and business strategy including performance management, incentive management, coaching effectiveness, and employee retention Strong time management, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives Strong communication skills and demonstrated experiences as a collaborator who has built successful relationships and influenced across the business lines to drive results Facilitator and developer of high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere Manages budget and financial goals Manages the program efficiently and effectively and adds value to the overall company growth and success Adapt departmental plans and priorities to address business and operational challenges Perform supervisory audits as necessary Qualifications Minimum 2 years experience as an Operations Manager Worked in a BPO/call center setup for a minimum of 5 years Solid experience in scaling an operation over time, which includes recruitment & change management processes Humble but assertive; pro-active; solution-oriented; problem-solving skills; great coach Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable) Strong leadership and people management skills