Manager - Operations (Remote, Remote, US)

About Firstsource Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies. *FULLY REMOTE* Job Summary Operations Managers manage a team of 9-12 Team Leaders varied over multiple lines of businesses. Roles & Responsibilities Manage daily staffing and workflow and ensure adherence to department quantity and quality standards. Proactively identify service delivery failures and escalate issue/impact to appropriate business owners Meet regularly with individual team members; coach them to meet and exceed their goals. Utilize reporting and direct observation to keep them abreast of their performance towards those goals. Provide performance analysis to implement action plan strategies to improve overall performance Be a resource for policy, procedure, and human resources questions/issues. Participate in monthly quality monitoring; collaborate with related Operations depts. on suggested improvements. Help shape future of service. Take on projects as necessary Must be flexible Provide performance updates to Directors Monitors relationship with client and actively seeks to add value the relationship Provides recommendations for hiring and firing and conducts performance reviews Develops operating goals and objectives for all departments that support the service center goals and objectives. Monitors service and revenue and makes recommendations for