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Operations Manager 5

Epitec, Inc

Plano, TX

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JOB DETAILS
SALARY
$49–$52 Per Hour
SKILLS
Analysis Skills, Business Administration, Call Centers, Communication Skills, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Improvement Metrics, Leadership, Lean Manufacturing, Lean Six Sigma, Mobile Devices, Operational Strategy, Operations Management, Operations Processes, Performance Metrics, Problem Solving Skills, Process Development, Process Improvement, Strategic Planning, Team Lead/Manager, Training Program, Training/Teaching
LOCATION
Plano, TX
POSTED
Today
Job Title: Operations Manager
Contract Duration: 1 year, possible extension
Location: Plano, TX
Work Arrangement: Onsite
Pay Range: $49-$52/hour

Summary
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints. This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.

Roles & Responsibilities
  • Develop and execute strategies to improve customer experience metrics and optimize operational efficiency
  • Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements
  • Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives
  • Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows
  • Case-manage customer escalations
  • Act as main point of contact for Call Center BPO and Third-Party Administrator
  • Lead training and development programs to enhance team capabilities in customer experience and process improvement
Minimum Qualifications
  • Bachelor's degree in Business Administration, Operations Management, or a related field.
  • 5 years of experience in operations management or a related role.
  • Proven track record of improving customer experience and operational processes.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and leadership skills.
Preferred Qualifications
  • Experience in the mobile device protection industry.
  • Familiarity with process improvement methodologies such as Lean or Six Sigma.
  • Experience managing cross-functional teams in a fast-paced environment.

About the Company

E

Epitec, Inc

Epitec is a leading staffing and recruiting services company with a mission to make staffing personal. We go beyond traditional hiring by truly understanding our candidates and matching them with the perfect opportunities. We offer competitive compensation, career growth, and support throughout the entire process. Working with top Fortune 500 companies, we are recognized for our excellence with numerous awards, including Best & Brightest and diversity recognitions. At Epitec, we're redefining the future of employment. 

COMPANY SIZE
2,500 to 4,999 employees
INDUSTRY
Staffing/Employment Agencies
EMPLOYEE BENEFITS
Professional Development, 401K, Employee Referral Program, Life Insurance
FOUNDED
1978
WEBSITE
https://epitec.com/