Job Description
Position Purpose
Manage the operations team to ensure consistent and high quality service delivery to our clients. This includes identifying the key success factors in performing this role and finding high quality staff, developing and delivering a training program and performing audits of service delivery execution.
Duties / Functions Tasks / Responsibilities
Train and develop a diverse team eager to meet and/or exceed our client’s expectations and support in client retention.
Create a comprehensive training program for the operations team (should include system training, templates review, briefing call presentations, presentation guidelines, RMC SLAs overview, identify cost savings, identify process improvement and key milestone touch points in service delivery during orientations, school searches, home searches, ad settling-in service). Additionally, the training should consist of case studies and role plays to solidify the concepts for high quality service delivery. Ensure operational procedures and practices are well defined, documented and consistently applied
Understand Move One customers service-level agreements (SLA) that defines the level of service expected from Move One team. Paying attention to the metrics by which service is measured, as well as understanding the service-watch criteria and penalties if the agreed service levels are not achieved.
On a monthly basis monitor the service delivery of coordinators by running briefing call checks, quality check calls for all the cases to ensure world class service.
On bi-monthly basis audit the open jobs, monitor estimated revenue and cost in the jobs, send the monthly projection report of that month to your reporting manager beginning of each month. Understand our costs and ensure proper financial controls are in place for all processes.
Monitor our process of invoicing, ensuring we invoice and are paid in timely manner. The payment terms for each client must be well understood and adhered to. Support AR team in chasing difficult customers with outstanding payments.
Lead daily staff meetings to discuss the booked jobs, flagged cases, successes, questions and concern.
Develop metrics to measure performance expectations and review with coordinators on a monthly basis along with their caseload review.
Skills
Positive attitude and self-starter with strong commitment to succeed
Excellent English skills (verbal and written)
Service industry work experience working with business professionals (minimum 3 years)
Ability to work well with employees from diverse cultures
Prior experience as supervisor/team leader or demonstrated willingness to learn
Ability to coach and lead others to deliver high quality service
Good problem solving and time management skills
Strong accuracy and attention to details
Good knowledge of MS Business applications (word, excel, PowerPoint)
Willingness to travel 25% of the time for short stays
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