Department Manager

• Builds and maintains an effective operations organization committed to customer and employee satisfaction and profitable growth.
• Manages or advises on hiring, training and development, allocation and performance assessment of personnel within area of responsibility.
• Provides the tools, training and environment required to achieve employee success.
• Manage the day-to-day activities of assigned staff.
• Monitor and ensure accuracy of all work.
• Participate in the annual performance review process.
• Train staff and the subsequent optimization of their performance to support organizations strategic goals.
• Provide ongoing follow-up and feedback.
• Identify the need for, provide and/or assure all personnel are properly trained in their assigned tasks. Review, develop and implement process improvements, departmental goals, and objectives.
• Serve as go-to person for review and resolution of escalated issues.
• Maintain current knowledge of applicable laws, changes and requirements and ensure compliance.
• Advise and implement field best practices to improve products, applications, and services.
• Ensure all work is completed according to established policies, procedures, and standards.
• Assist staff in adhering to the department work schedules are maintained and projects proceed according to plans/job specifications.
• Collaborate with cross-functional and divisional groups to achieve established goals and objectives.
• Manage customer relationships expectations both internal and external.
• Prepare and/or assist in preparation of the budgets and monitor related expenditures to ensure compliance with established departmental budget.
• Assist in the preparation of periodic operational reports and metrics as requested.
• Assist other departments/divisions as requested by supervisor and/or other senior management

• Has minimum of 5 yrs. leadership experience with at least 2 years supervisory or operations lead role. Remote team management experience a plus
• Must have a bachelor’s degree
• Must have call center experience
• Ability to learn quickly and grasp product and process to be able to effectively manage operations and assist in process improvement initiatives.
• Highly effective in people management, coaching, motivating, coordinating, and providing guidance to team members.
• Energetic, positive thinking and self-motivated with strong interpersonal skills to effectively build and sustain trust-based relationships with all levels of the organization.
• Demonstrated ability to work and meet deadlines in fast-paced and challenging environment.
• Strong written and verbal communication, problem solving, project management and delegation skills

RELX