So what does an really do? Think of yourself as a leader and the master of your department, so not just anyone is qualified for this role! Here at TaskUs we make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch.
Come on now, we need your full attention because it’s time to imagine what it’s like being an Operations Manager.
Imagine yourself going to work with one thing on your mind : client satisfaction. As you tackle your new tasks for the day, you know that it will all lead to one thing that your department believes in : to provide the best possible customer experience to your clients.
As you look at your tasks for the day, you know that as an Operations Manager , you need to constantly touch base with your Team Leaders.
This includes not just your employees but also reviewing the data of their KPIs (AHT, CSAT, Service Levels). You must also coordinate with other departments because TaskUs as a whole is dependent on operations it is the heart of the business.
You need to be able to solve problems especially with the struggle of moving one person from one campaign to another.
As Operations Manager, you are also responsible for making sure that KPIs are being met consistently. You need to come up with ways in which to effectively make each employee reach their best potential.
With this, you must also be creative because you need to devise effective plans on how to make each employee reach their target.
As a leader, you must also gain the trust and respect of your employees because let’s face it how can you lead when people don’t believe you?
You need to be able to reach out to them, drop by their workstations, have short chit-chats, and make them feel important.
You need to be able to identify their strengths and weaknesses, take advantage of them and assign them tasks that will help them work on their weaknesses and showcase their talents.
This way, you are able to manage relationships better and develop people at the same time.
Do you have what it takes to become an Operations Manager?
So, what is it we’re looking for? Well, since this is an Operations Manager post, we’d need someone who already has the skills to even call themselves a Manager! In other words, someone who has at least three years of related working experience, preferably someone who already knows how the system works specializing in a customer experience operations and management.
We need someone who’s responsible and has a good track record of meeting and delivering targets. Someone who can articulate him / herself well enough with others, like teammates and clients.
We need someone who can multitask and work in a fast-paced environment . Someone who can lead and is great in analyzing situations and data .