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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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