Center Delivery Manager, Pine Bluff, Arkansas
Company: PeopleShores
Location: Pine Bluff
Posted on: June 23, 2022
Job Description:
Position - Center Delivery Manager, Pine Bluff, Arkansas.
Experience - 15+ years of relevant experience Reporting to - CEO
Direct Reports - Process Managers / Process Leads Company
Description PeopleShores is a public benefit corporation that
creates pathways to professional careers for individuals in
underserved communities in the United States. We provide
professional services (IT, Business Process, and customer care
outsourcing) to clients across the country in a variety of
industries. Our model is predicated on establishing IT outsourcing
centers in communities like Pine Bluff using a comprehensive
process to establish an ecosystem of stakeholders. We partner with
local organizations such as workforce development boards and higher
education entities and screen for candidates to identify the best
talent in the local community. We provide comprehensive, paid
PeopleShores Foundation training to all the employees we hire, and
this training covers the basic IT, business, and leadership skills
required to succeed in the modern workplace. After the foundation
training, we work with our clients to provide in-depth process
training to ensure that our associates are prepared to serve our
clients in line with their expectations. We are a strongly
mission-oriented company, and it is important that our leadership
team has strong conviction with our mission and cause.
Additionally, we are growing quickly, and we frequently have
exciting new opportunities to all employees within the
organization! The PeopleShores Center Delivery Manager is
responsible for the delivery of services and processes to
PeopleShores clients by our team of associates in our Pine Bluff
office. The Center Delivery Manager has complete ownership of
meeting any client expectations for delivery, such as SLAs, as well
as the management of our employees and their satisfaction.
Responsibilities also include managing client relationships and
escalations; managing the day-to-day operations of the delivery
teams and their overall performance; and the engagement and
retention of our delivery teams. Please note that this is an
in-person position, and will be based in Pine Bluff, Arkansas. Role
Description Job Description Process: Prerequisites
- Develop Process Transition plans with client managers and
oversee transition
- Manage the service delivery of multiple processes for multiple
clients
- Meet all SLAs for each process
- Ensure effective resource utilization of the process and team
adherence to scheduling
- Achieving the set targets of Process profitability and
utilization People:
- Manage, coach, and develop process managers, team leaders,
supervisors, and staff in order to improve customer service and to
achieve departmental objectives
- Conduct periodical reviews of performance of individual
employees and provide constructive feedback for their overall
development.
- Monitor employee satisfaction and engagement levels
- Customer:
- Build effective relationship with the client and manage client
expectations
- Exceed customer satisfaction scores through innovative and
value-add services
- Effectively manage client escalations with support from the
Account / Business Head
- Organization:
- --- Coordinate with respective SPOC in cases of operational
problems e.g. network / system breakdown / overload / Power supply
/ Telephone lines / internet connectivity
- --- Implement organizational policies and processes as
applicable
- --- Adhere to any applicable legal and compliance
requirements
- --- Operate to avoid major non-conformities in internal /
external audits and client audits.
- --- Collaboratively work with Corporate HR, administrative, IT
and Finance Teams for effective implementation of relevant policies
and processes
- --- 15+ Years of experience in Back-office Operations Role in
relevant industry
- --- Individual must be detail oriented, organized, efficient,
and able to document
- new systems as well as maintain existing documentation
- --- Must be able to function well as a member of a team and be
willing to adapt to changing requirements and responsibilities
- --- Strong in Operations Management; People management skills;
Client / Customer Relationship management skills
- --- Proven problem solving and decision-making skills
Qualification Graduate or Post Graduate with MBA preferred
Competency Expected Level of Proficiency Advanced Advanced Advanced
Advanced Advanced Advanced Advanced Advanced Intermediate
Self-Development Communication Problem Solving & Decision Making
Building and Managing Teams Driving Results (Execution) Customer
Orientation Collaboration Passion for Social Impact Business Acumen
PeopleShores offers Benefits including Medical Insurance, Paid
Leave and Stock Options. Interested candidates can send their
resumes to Bina.Patel@peopleshores.com Equal Opportunities
Statement PeopleShores is deeply committed to building a workplace
and global community where diversity & inclusion is not only
valued, but prioritized. We're proud to be an equal opportunity
employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment
without regard to race, color, religion, gender, gender identity or
expression, family status, marital status, sexual orientation,
national origin, genetics, neuro-diversity, disability, age, or
veteran status, or any other non-merit based or legally protected
grounds. Website: www.peopleshores.com -
Keywords: PeopleShores, Pine Bluff , Center Delivery Manager, Pine Bluff, Arkansas, Executive , Pine Bluff, Arkansas
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