ABOUT US: At CIBT we thrive in an environment where collaboration and teamwork are valued. We elevate each other and obsess about doing the right thing, for our team mates and our clients.We serve with integrity and expertise, providing a superior experience to our clients with each and every engagement.We recognize the value of diversity in creating a unique and rewarding culture that not only reflects our global footprint but the clients we serve. POSITION SUMMARY: The Operations Manager is ultimately responsible for ensuring proper scheduling of sufficient staffing to achieve operational performance metrics.The Operations Manager is responsible for the identification and development of future leaders with CIBT.The Operations Manager will implement SOWs and procedures, training plans and oversee a team of experienced customer service associates whose role will be to ensure that exceptional customer service is provided. The Operations Manager will be actively involved with the recruiting and hiring process of applicants. The Operations Manager will develop, foster and maintain a customer-centric culture at CIBT and will work to build a sense of pride and strong morale within the team.The Operations Manager will ensure that the team is optimized and will work with peer managers and directors to utilize the team effectively across the entire office. DUTIES AND RESPONSIBILITIES:
- Oversees daily activity of the operation and its employees to maximize utilization of resources; analyse staffing levels, monitors productivity to provide excellent customer service.
- Maintain performance standards to ensure quality service and optimal performance.Quantitative metrics will include, but are not limited to number of orders opened per hour, schedule adherence and quality audit scores
- Meet with line managers in a structured setting to provide feedback on individual performance and to agree to a development plan that continues to refine and improve performance
- Oversee the training of new staff
- Monitor trends based on calls, issues and queries and uses appropriate tools to make recommendations on improving quality of service
- Maintain deep content knowledge on all aspects of CIBT's business process to complete orders, systems capabilities and CIBT policy and procedure.
- Monitors productivity and delivers employee performance through various statistical and reporting methods with an annual performance review.
- Facilitate team meetings to ensure effective communications and to ensure that all team members have the necessary information and resources available to provide the highest levels of customer satisfaction and to ensure operational integrity
- Coordinate with Account Management regarding accounts and prospective accounts, attending client meetings as needed
- Serve as member of management team, providing input to strategic and tactical plans that enhance, expand and improve the overall customer servicing and quality of CIBT offering
- Additional responsibilities as assigned by Managing Director
COMPETENCIES: The following competencies have been identified as critical for success in the role and will be referred to during the assessment, feedback, and evaluation process.
- Teamwork:working with people.
- Communication:presenting and communicating information
- Problem solving:analysing, writing and reporting, suggesting resolutions, understanding client's needs.
- Organizing and Executing:strong attention to detail; quality oriented; delivering results and meeting customer expectations, planning and organizing.
- Initiative: taking ownership of process; identifying opportunities for enhancements; seeking information, taking timely action.
- Adapting and Coping:adapting and responding to change, coping with pressures and setbacks.
- Expertise: learning our systems, products and process, staying abreast of regulatory changes.
EDUCATION / TRAINING AND EXPERIENCE:
- BA/BS or Associates Degree and three years' experience or equivalent combination.
- Highly desirable: experience in high-end retail, travel, hospitality, or embassy/consulate relations, and foreign language.
- Solid knowledge of computers including word processing, spreadsheets and databases
- Excellent oral, written and interpersonal communication skills.
- Strategic thinker and strong analytical skills.
- Must be able to communicate effectively with all levels and prepare effective written documents.
- Must be self-directed with excellent organizational skills.
- Ability to manage multiple priorities simultaneously.
KNOWLEDGE, SKILLS, ABILITIES:
- Fluent in English with strong communication and interpersonal skills: clear written and verbal communication with demonstrated understanding of communication methods and styles; articulate clearly and concisely in a professional and hospitable manner without jargon or complicated language. Highly desirable:fluency in second language.
- Excellent organizational and time management skills:adhere to deadlines and adapt to changing circumstances; handle high volume while maintaining excellent attention to detail; monitor own work and self-edit.
- Ability to problem solve; analyse information and apply expertise and provide solutions.
- Able to adapt to changing circumstances and prioritize work accordingly.Self-starter with desire to show ownership and commitment to role.
- Proficiency with computer software, aptitude for learning new programs and commitment to data integrity.
WORKING CONDITIONS
- Must currently reside near operational office in Houston, TX
- Work location is in the office Monday through Friday.
- CIBT work locations comply with all COVID-19 safety protocols.
PHYSICAL DEMANDS:
- Visual acuity; ability to view computer screen for full shift, approximately eight hours
- Sitting for extended period of time
- Manual dexterity for operating a computer, keyboard and mouse
- Speaking for operatinga phone with ability to convey detailed information accurately and clearly
- Walking (15% of the day)
- Light lifting (no more than 25 pounds)
This position description reflects management's assignment of essential functions; nothing in this description restricts management's right to assign or reassign duties and responsibilities to this position at any time.