Senior Operations Manager

About the Job   We’re looking for a Senior Operations Manager to provide front-line direction to our Technical Support Representative’s (TSRs) and to manage Team Leads, ensuring quality service is provided with every interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions, and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.   As Senior Operations Manager, You Will… Manage and supervise Team Leads and Agents in the group Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements Ensure the timely triage of technical issues, prioritizing tasks based on severity and impact Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas Use critical thinking to develop solutions to improve business performance and partner success Motivate teams through relationship building and real-time coaching Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings Gain expert level knowledge on all partner products and promotions Demonstrate a positive work ethic and commitment to achieve the best possible outcomes Act as a role model and exemplify our 10 Things (cultural values) Manage and understand revenue margins   As Senior Operations Manager, You Have… Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) 10-12 years of experience in the contact center and/or Technical Support Service industry, with at least 4 years of experience as an Operations Manager (or) Senior Operations Manager Experience in managing a team of T2 or T3 technical support teams for a minimum of 2 years Experience working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL (or) similar products Experience dealing with escalated issues in a contact center capacity The ability to use spreadsheet applications to maintain and develop operational reporting Exceptional time management, organizational and prioritization skills to complete work in a timely manner Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment Identify opportunities for process improvement and efficiency gains within the issue triage workflow The ability to work a variety of shifts, including days, evenings and holidays Ability to manage and articulate highly complex issues effectively Great verbal and written communication skills Experience managing customer-reported technical issues and guiding the team to prioritize tasks based on impact and urgency