Select how often (in days) to receive an alert: Create Alert Manage the operations ensuring the results of the metrics set by the clients. Ensures Qualfon DSG complies with the performance metrics for client satisfaction and exceeding expectations: Performance Metrics (among others): - Scorecard (Client)- Quality - Adherence - Turn Times - Throughput Analyzes report statistics and arrival patterns to ensure adequate staffing to ensure established service levels are achieved. FGD (Focus Group Discussions) to help identify and address concerns from all levels of employees on the account. Manage the accounts at the operational level, ensuring the production, cost and financial results of the metrics set internally: Ensures Qualfon DSG complies with the internal metrics: - Manpower Utilization (Internal Productivity)- Attrition - Production (hours)- Others Forecasts account revenue and spending to align so that revenue and EBIT goals are being met. Understands and maximizes impact on financial performance of the operations department. Manages report of productivity in terms of hours produced vs. paid hours. Manages statistics on production (hours of operation), operating costs. Monitors and analyzes the internal metrics related to the Productivity and Direct Costs, indirect cost, all related to the Financial part. Active communication and direct point of contact with the Vendor Management Offices in the US: Organizes and attends Conference Calls. Uses electronic (E-mail, chat, SMS). Makes and oversees Operational Escalations. Strategizes, operates, gives and receives feedback, and escalations. Provides updates as to the performance of the accounts. Analysis of results and Action Plan creation: Analyzes areas of opportunity based on results obtained in different operational stages at the strategic level and produce and implement action plans. Defines action plans for improvement. Develops and implements strategic action plans and workflow processes. Brings concerns and suggestions for improvement to the ManCom in their weekly meetings and deliberations. Talent Development: Identifies and develops key personnel. Provides feedback & coaching in a timely manner. Identifies and recommends training. Identifies gaps in the leadership team and creates training and development plans to fill gaps as necessary. Follows up meetings. Organizes the agenda. Forecasts department training needs to meet desired FTE. Develops and implements programs that enhance employee motivation and maintain a positive work environment. Provides leadership for management initiatives to develop good communication between its members to drive performance. Area of expertise (Skills) At least 4 years' experience in Back Office Operations and Production, with at least 2 to 4 years in Supervisory or Managerial capacity. #J-18808-Ljbffr