Operations Manager

1 week ago

Haifa, Haifa, Israel TBO Tek Full time ₪90,000 - ₪120,000 per year

Haifa, Haifa, Israel

Department

Customer Experience & Operations

Job posted on

Aug 25, 2025

Employment type

Third Party

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.

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