SBS Service Operations Manager

Overview

Directs staff to ensure adherence to high levels of quality and service to clients. Manages a minimum of 5 Team Leaders. Establishes processes and initiatives to improve quality and productivity performance of the business unit. Addresses negative client surveys and quality evaluations within 24-48 hours. Oversees supervisory tasks for Team Leaders, including phone time, quality evaluations, and one-on-one coaching. Supports development of Team Leaders and associates through TRIAD sessions, coaching document inspection, performance updates, coaching interventions, and regular performance reviews and coaching sessions. Ensures performance metrics are met for internal and external quality and productivity. Works closely with internal service delivery organizations to deliver quality, accuracy, and timeliness. Fosters learning and adaptability in a changing work environment. Continuously reviews team performance, identifies opportunities for improvement, and determ...