Program Operations Manager

The Program Operations Manager will be responsible for managing day-to-day operations ensuring consistent quality and productivity across channels to add maximum value for advertisers. Your role is to ensure consistent performance.


Responsibilities

* Our expectation from Program leads is that 70% of their time is dedicated to coaching, shadowing and supporting their reps directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigour.
* Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team's performance to continuous KPI achievement
* Managing day-to-day operations - ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics.
* Strong communication to ensure quarterly strategy, as well as monthly and weekly priorities, are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, Workplace) with to-the-point communication
* Able to adapt quickly to changes in workflows/processes/procedures/product features
* Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritisation
* Able to clearly outline current performance drivers of their market and actions to improve
* Maintain a professional and personable demeanor at all times.


Skills Needed

* 4+ years' experience as the team lead within the service/sales fields. Exceptions can be made based on a mutual agreement for top performing senior agents to ensure complementary strengths and balanced, diverse external and internal team lead, group
* Fluent, have acceptable accents and speak clearly and understandably in each of the language(s) in which the Sales Services are provided, as well as in English.
* Ability to identify and grow talent, lead, motivate and coach direct reports
* Ability to explain what's driving their teams' performance in a concise and data-driven way.
* Proven ability to proactively identify training needs and support the development of programs
* High level of integrity as demonstrated personally and professionally
* Proven ability and passion to coach in one-on-one and also in a team setting with a clear data-driven approach and tangible output for agents to improve.
* Outstanding customer service / sales skills
* Familiarity with project management and efficient conflict management
* Moderate understanding of business process improvement methods