Internal Junior Operations Manager

Who is eligible to apply?

• Any staff from the senior position here at LTVplus that has passed probation is eligible to apply
• No attendance issues for the past 6 months
• No pending CAN Do
• No CAN Do for the past 6 months
• Full-Time status
• The applicant should have an endorsement from the direct supervisor
  
  

Performance Leadership: Responsible for leading multiple teams through their direct Team Leads and Sr. Team Leads, ensuring that performance metrics are consistently met or exceeded. This includes monitoring KPIs, driving continuous improvement initiatives, and creating a culture of accountability and high performance

Strategic Leadership: Oversee daily operations, ensuring they consistently reflect our company's core values. Provide clear direction and strong leadership to advance LTVplus's mission and vision. Leverage operational data to identify trends, resolve performance issues, and implement practical solutions that drive success

Relationship Management: Actively involved in cultivating and maintaining strong relationships with all staff members including clients.

Cross-functional Collaboration: Work closely with departments such as Quality, Training, Workforce, BTS, and CS to streamline operations and ensure seamless execution. Support client outcomes by integrating feedback and developing strategies

Operational Planning and Optimization: Set strategic planning efforts that include designing workflows and optimizing resources. Identify risks and improvement solutions to increase productivity and service quality

Team Development: Responsible for developing and mentoring team leads, ensuring that they have the skills, resources and support needed to lead their teams effectively. Foster leadership readiness and succession planning through growth opportunities and continuous feedback.

Risk Management: Identify and mitigate operational risks by enforcing compliance with company policies, regulatory standards, and security protocols. Implement and maintain safeguards such as data protection practices, business continuity plans, and process controls.

Compliance Oversight: Regularly review operational processes, conduct audits, and perform risk assessments to ensure compliance with internal policies and external regulations. Address any gaps or deviations promptly to maintain organizational integrity and accountability.

Responsibilities

• Monitor day-to-day activities to ensure smooth workflow and adherence to SLAs
• Review team productivity, efficiency, and quality reports
• Conduct daily check-ins or huddles with team leads and senior team leads
• Resolve urgent operational issues and escalations
• Oversee shift schedules and attendance
• Facilitate coaching and performance reviews for direct reports
• Identify skill gaps and recommend or organize training sessions
• Foster a positive work culture aligned with company values
• Recommend process adjustments based on performance trends
• Support client onboarding and implementation of new accounts
• Lead initiatives for automation, documentation, and SOP updates
• Align operational execution with broader business objectives
• Develop action plans to meet monthly, quarterly, and yearly goals
• Participate in internal and external audits
• Implement corrective actions for compliance-related findings
• Monitor operating expenses and optimize resource utilization
• Collaborate on budgeting and cost-reduction strategies
• Validate and review team timesheets to ensure accuracy
• Act as the backup POC and decision-maker in the absence of the Senior Team Lead, ensuring continuity of operations
• Handle various administrative duties to support day-to-day operational needs