Job Summary 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 achieve established service levels. Conducts Focus Group Discussions (FGD) 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 with revenue and EBIT goals. - Understands and maximizes the impact on financial performance of the operations department. - Manages productivity reports in terms of hours produced vs. paid hours. - Manages statistics on production (hours of operation) and operating costs. - Monitors and analyzes internal metrics related to productivity and direct costs, as well as indirect costs related to the financial aspect. Active communication and direct point of contact with the Vendor Management Offices in the US. Organizes and attends conference calls. Uses electronic communication (E-mail, chat, SMS). Makes and oversees operational escalations. Strategizes, operates, gives and receives feedback, and escalates issues. Provides updates on the performance of the accounts. Analysis of results and action plan creation. Analyzes areas of opportunity based on results obtained in different operational stages and produces and implements action plans. Identifies gaps. Defines action plans for improvement. Develops and implements strategic action plans and workflow processes. Brings concerns and suggestions for improvement to the Management Committee in their weekly meetings. Talent Development. Identifies and develops key personnel. Provides timely feedback and coaching. Identifies and recommends training. Identifies gaps in the leadership team and creates training and development plans to fill those gaps as necessary. Personnel management. Follows up on 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 among team 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 a supervisory or managerial capacity. Other Skills and Experiences (Min): Six Sigma (provided by Qualfon). Education: Bachelor's Degree. #J-18808-Ljbffr