• Business Operations Manager

    Job Locations US-AZ-Tempe
    Job ID
  • Mission

    Business Operations Manager

    Job Title:                    Business Operations Manager

    Department:             AMN Contact Center

    Location:                    Tempe, AZ

    Reports To:                Vice President Sales Operations, North America

    FLSA Status:              Exempt

    Prepared By:             Human Resources

    Prepared Date:        March 2018


    SUMMARY: Directs, coordinates and supports the Sales Operation functions of the organization demonstrating expertise in Salesforce, workforce management, data and trend analysis, headcount forecasting along with general telecom functions either performing the following duties personally or through subordinates.


    ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.


    Principle Responsibilities and Core Competencies:

    • Demonstrates technical expertise to interpret reports, analyze data, and recommend solutions. This is accomplished by interacting with multiple data sources and applying quantitative analysis to analyze the data. Results are built into solid business cases that justify business decision making.
    • Analyzes Problems: Identifies problems, recognizes the root causes, and identifies multiple potential or innovative solutions to problems.
    • Supervise the development, testing and implementation of daily, weekly, monthly, and ad hoc reports that enable data driven business decisions.
    • Design and document reporting requirements as defined by the business.
    • Lead report specific project activities including prioritizing, developing schedules, determining resources, preparing plans, data and documentation, and resolving issues.
    • Collaborate with management and staff in the development and implementation of all projects and/or initiatives related to operational goals and/or process improvement directives.


    Call Center Operations Knowledge:

    • Possesses an understanding of call center operations and data flow/call routing.
    • Ability to learn and follow procedures: Demonstrates the ability to learn and apply a series of steps, rules, or guidelines needed to perform a specific task, responsibility, or role.
    • Lead user support and coordination of all Salesforce users as main CRM tool supporting field sales teams and group sales teams. Includes training new users, identifying bugs and prioritizing new development within Salesforce to better support the business needs.
    • Use organization and technical knowledge: defined by behaviors such as demonstrating the ability to understand financial concepts and analyze financial data; understanding business principles; ensuring that organizational politics do not hinder accomplishments; staying current on industry developments and the competition; and having the experience and skill to manage across functional and organizational lines.
    • Effectively communicate with others: defined by behaviors such as listening actively, communicating effectively and clearly, relaying important information to others when needed (i.e., explaining important information peers or direct
    • reports); communicating in writing in a clear, concise manner; using appropriate methods to guide group meetings; fostering openness; sharing information all the time.
    • Manage Complex Business Activities: defined by behaviors such as setting and managing priorities; planning and organizing so work is accomplished on time; identifying problems and recognizing the causes for problem solving; making decisions based on logical assumptions, relevant facts, and examination of alternatives; solving work-related problems through effective quantitative reasoning skills; learning and applying a series of steps, rules, or guidelines; applying technical knowledge for planning and performance.



    - Demonstrated knowledge of contact center operations

    - Understanding of development methodologies

    - 3+ years utilizing Business Intelligence solutions

    - 2+ years utilizing Salesforce including implementation, training and user support and coordination

    - Prior experience with call center technology data (Avaya CMS, NICE, IVR, Aspect, Monet)

    - Prior experience developing in an Oracle Database environment a plus

    - Prior experience with workforce management data

    - Ability to manage multiple projects and priorities

    - Ability to analyze raw data and translate into highly readable and professional reports

    - Ability to prioritize work and efficiently process change requests from customers

    - Ability to work with minimal supervision in a fast paced, dynamic environment

    - Prior experience in reporting and data analysis development with ability to meet stringent deadlines

    - Very Strong attention to detail and demonstrated knowledge of data quality control techniques

    - Very Strong documentation abilities

    - Very strong organizational skills


    SUPERVISORY RESPONSIBILITIES   Directly supervises one to two employees in the Operations Department.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable

    laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


    EDUCATION and/or EXPERIENCE    High school diploma required and BA preferred.  A minimum of 3-5 years of experience in call center operations, fundamentals, management, providing analysis to top management with detailed narrative and supporting documentation and manpower/operations field.  Direct team supervisory experience required.


    LANGUAGE SKILLS   (4) Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


    MATHEMATICAL SKILLS   (4) Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


    REASONING ABILITY   (5) Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


    PHYSICAL DEMANDS  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.  The employee frequently is required to walk and sit.  The employee is occasionally required to stand; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include ability to adjust focus.


    WORK ENVIRONMENT  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


    CLUB MED    Must be flexible and adaptable to constant change.  Must have excellent computer and troubleshooting skills and be able to handle multiple tasks. Knowledge in Salesforce, Servers, Excel Macros, Windows 2010 and MS Office, Avaya and, report writing and analysis is a must. Experience in a customer contact environment.  Background in technical support field required.  Ability to maintain a professional, upbeat and service oriented attitude.   Engineering background and talents optimal.  Quick turnaround implementation experience a plus.  Must be a great planner and a follow through Manager.


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