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Job Description Summary The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Job Description Essential Functions/Core Responsibilities ? Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed ? Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) ? Selecting,training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements ?Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) ? Create and maximize relationships with client partners ? Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance ? Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching ? Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner ?Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement ? Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements ? Attend business reviews with the client ? Handle a team of team leaders Candidate Profile ? Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred ? Call center experience preferred ?Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback ?Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal ? Work well under pressure and follow through on items to completion while maintaining professional demeanor ? Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates ? Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment ?Demonstrated ability to mentor, coach and provide direction to a team of employees ?Willingness to work a flexible schedule ? Native Cantonese speaker.