Operations Manager

Operations Manager @ A leader in the Mystery Shopping and Customer Evaluation Industry
Job DescriptionKey Areas of Responsibility:

• Setup of surveys / accounts
• Follow-up on the execution of fieldwork
• Quality control on gathered data & survey
• Maintain client relationship and client satisfaction together with the Account Manager / Executives
• Coaching & training of Account Executives and Quality Control Manager
• Cost awareness + Any tasks assigned to you by supervisor

Competencies:
All tasks and responsibilities associated with an Account Executives and Quality Check Manager position.

• Provide general training to new and existing employees; assist in the orientation/acclimation process for new employees.
• Assist with the implementation of company policies and procedures through leadership by example.
• Address performance issues when necessary and keep accurate documentation of all performance counselling sessions.
• Prepare 180-day and annual performance appraisals for assigned employees according to schedule provided by Manager of Human Resources.
• Ensure that all assigned employees have the resources they need to perform their jobs; bring any needs to the attention of management or HR.
• Perform all client account management duties as assigned.
• Attend all operations meetings conducted by the Director of Operations.
• Attend and participate in management training sessions.
• All other duties as assigned by upper management.
  

Education:
Graduate in any discipline (Preferably BMS / BMM)
Experience
2 to 3 years of experience Desired Candidate ProfileKnow-how & company specific skills required:
Advanced knowledge of Microsoft Outlook, Word & Excel, Power Point, Internet, mail merge , skype

• Professional phone handling
• E-mailing etiquette
  General skills required:
  Customer-driven mentality / strong client service skills
• Time management
• Effective Written and Verbal Communication
• Demonstrate responsible, ethical and honest behaviour in all tasks & responsibilities. Be consistent and fair. Keep commitments.
• Problem solver: react quickly and appropriately to problems. Follow up in a timely manner.
• Positive thinking & React positively to constructive criticism
• Get things done: demonstrate the ability to get results
• Ability to deliver the required standards under pressure
• Program analysis & job effectiveness, ability to make changes to improve service performance
• Strong organizational skills
• Skills in setting goals, providing timely feedback and coaching Account Executives
• Business analysis & team effectiveness, ability to make changes to improve survey performance
• An organized approach towards working, manage and plan projects / assignments to ensure they run on time.
• Managing people and carry out staff development activities.
• Ability to built strong relationship with clients