Description

Afni is hiring a Senior Operations Manager who will lead our transition efforts across all programs. As the Senior Operations Manager, you will play a critical role in ensuring a smooth agent transition immediately after program training, focusing on agent's first 30 days of production. You'll collaborate with stakeholders, develop comprehensive transition plans, and oversee the execution of these plans.*Position is onsite at our contact center in Tucson, AZ.*

What you will be doing:

• Transition Strategy: Partner with Transition Director and Operations Leaders in developing and implementing transition strategies for all programs, ensuring seamless handover from training to operational phases. Primary focus is Agent's first 30 days in production.
• Stakeholder Collaboration: Work closely with cross-functional teams, including program managers, trainers, and operational staff, to align agent transition plans with organizational goals.
• Process Optimization: Identify areas for process improvement during the transition phase and implement necessary changes.
• Risk Management: Anticipate potential challenges during transition and proactively address them to minimize disruptions.
• Performance Metrics: Define key performance indicators (KPIs) to measure the success of transition efforts. Collect, analyze and present appropriate program data from the perspective of improving performance and quality.
• Resource Allocation: Allocate resources effectively to support successful transitions by analyzing daily, weekly and monthly reports.
• Communication: Communicate progress, challenges, and milestones to senior leadership and relevant teams. Provide data for client-operations review and meet all appropriate deadlines. Create and maintain a solid client interface with open lines of communication to ensure the highest levels of customer service.
• Training Handover: Ensure a smooth transfer of knowledge and responsibilities from training teams to operational teams.
• Continuous Improvement: Drive continuous improvement initiatives to enhance transition processes.

Requirements

What you will need:

• Bachelor's degree in Business Administration, Operations Management, or related field
• Possess 5-8 years of proven leadership experience in a BPO contact center operations environment with a focus on transition management.
• Proven track record of successfully overseeing transitions in complex environments.
• Strong analytical skills and the ability to identify process bottlenecks.
• Excellent communication and collaboration skills.
• Demonstrated proficiency in Microsoft Office, project management tools and methodologies.
• Experience working with cross-functional teams.
• Proven budgetary and P L experience.
• Must be able to work flexible schedule including nights and weekends.

Referral Program:

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