Operations Manager

Full-time Management & Operations

Responsibilities

• Manage the performance of team against all established Client Support benchmarks and metrics.
• Monitor phone and e-case queues to ensure calls are not being abandoned and all cases are responded to within established SLAs.
• Provide coaching and constructive feedback to improve performance and enable your team to achieve all established goals & MBOs.
• Participate in the escalation process including working with clients and other MRI departments to resolve client cases.
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address analyst issues, provide updates regarding performance, and give direction regarding company and department policies and procedures.
• Develop and implement tactical plans for achieving strategic initiatives.
• Perform monthly case quality audits of direct reports.
• May participate in the development of strategic initiatives to improve depar...