Operations Manager

Haifa, Haifa, Israel

Unit

Customer Experience & Operations

Job posted on

Aug 25, 2025

Contract Type

Third Party

Experience range (Years)

0 - 0
Top Sights During Your Role Stay (Key Expectations):

Responsible for developing employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance.
Manages day-to-day processes and other duties as assigned.
Ensures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively.
Provides feedback and coaching to Ops Executive.
Assess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals.
Proactively coach on upcoming issues or other potential escalation items before they become escalations.
Ensuring Ops Executive are kept up-to-date and have expert-level knowledge in dealing with agent’s partner.
Prepare for and conduct weekly team meetings and 1:1 meeting with each direct report.
Review performance reports with agents by completing quarterly reviews for team member.
Help drive innovation in refining and improving performance standards and processes.
Mentor Ops agent in developing their expertise, while providing new opportunities for them to grow their knowledge.
Look for additional opportunities to increase productivity and job satisfaction among Ops member and teams.
Provide subject matter expertise for training, curriculum development and performance improvement initiatives.
Identifies service problems and conducts root cause analysis.
Assist with the onboarding and nesting of new hires.
Builds and maintains positive relationships with agents, TBO stakeholders, management, and supplier partners.