At Monark, we are committed to helping great ideas reach their fullest potential. Our diverse team delivers innovative solutions across both emerging and established business sectors, with a focus on creating meaningful impacts in the communities we serve.

We are seeking an Operations Manager to join our passionate team and help drive operational excellence across various initiatives. In this role, you will lead program management efforts, support business growth, and ensure day-to-day operations are executed efficiently. Your ability to collaborate with cross-functional teams and external partners will be vital to turning our vision into reality.

KEY RESPONSIBILITIES

Program Management and Coordination

Oversee the planning, organizing, and execution of programs in alignment with organizational goals.
Ensure policies and best practices are consistently implemented and maintained.

Team Leadership and Stakeholder Engagement

Provide guidance and leadership to cross-functional teams, fostering a supportive and collaborative environment.
Build and maintain positive relationships with both internal and external stakeholders.
Facilitate meetings and events, including agenda preparation and schedule coordination.

Operational Efficiency and Innovation

Lead day-to-day operational tasks that contribute to business growth and program development.
Identify and address operational challenges, proposing strategic improvements to enhance efficiency.
Troubleshoot issues with services or products to ensure timely resolutions.

Communication and Reporting

Develop presentations, summaries, and other communication materials to promote company-wide understanding of programs.
Prepare reports and analyze data to support management in data-driven decision-making.

Training and Mentorship

Equip contact center representatives with the knowledge, tools, and resources required for effective customer interactions.
Collaborate with various departments to refine operational procedures aligned with business objectives.

Technology and Systems Optimization

Ensure effective use of technology for operational processes, staying updated on call center systems and tools.
Evaluate new technologies and processes to optimize performance and productivity.

Additional Responsibilities

Take on other duties as assigned to support organizational needs.

QUALIFICATIONS AND SKILLS

Proven Experience: 2 years in roles such as Operations Manager, Customer Support Supervisor, Team Lead, Operations Analyst, or Project Manager.
Educational Background: High school diploma required; a bachelor's degree in a related field is strongly preferred.
Leadership Abilities: Demonstrated experience managing and motivating teams to achieve operational goals.
Industry Knowledge: Familiarity with omnichannel support models and call center systems (e.g., Five9, Genesys, Zendesk).
Organizational Skills: Strong time management and organizational abilities to handle multiple priorities effectively.
Communication Excellence: Outstanding verbal and written communication skills, with a keen eye for detail in grammar and punctuation.
Relationship Building: Proven ability to build and maintain strong relationships with both internal and external stakeholders.
Analytical Thinking: Skilled in creative problem-solving and data-driven decision-making.
Technical Proficiency: Proficient in creating impactful presentations and reports; experience with Microsoft Office Suite or similar software.
Additional Skills (Preferred):
Certifications in project management (e.g., PMP) or process improvement (Six Sigma, Lean).
Experience leading cross-functional teams in fast-paced environments.
Advanced Excel or data analysis capabilities.

WHAT WE OFFER

Impactful Projects: Work on initiatives that truly make a difference in local and global communities.
Collaborative Environment: Join a supportive workplace that values innovation, teamwork, and continuous learning.
Growth Opportunities: Access to professional development, mentorship, and leadership pathways.

If you are an experienced and motivated operations professional looking to help shape our organization's future, we want to hear from you. Join Monark and make your mark by driving excellence in everything we do!

Monark

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Operations Manager