overseeing ManagerCivicom Pacific

OVERSEEING MANAGER
 
Is this you?
Getting things accomplished is important to you
Critical thinking -- you are able to think on your feet -- spot possible challenges and create action plans until the identified challenge(s) are solved
THRIVE off receiving /giving feedback -- constructive & positive
Love working with teams -- appreciate both the wins & the challenges
THRIVE working under pressure/comfortable with ETAs/can manage multiple deliverables
Deep rooted desire to learn as well as open minded to other ways of doing things
Vocal: You speak up when there are wins, you do the same when there are challenges
Entrepreneurial mindset: Truly willing to do whatever it takes to achieve the goal
Good sense of humor -- able to laugh at yourself and your mistakes (after learning what you missed)
Desire to be a part of BUILDING something remarkable
If you check 9/10 of the items above -- keep reading this job ad.
If you are at 8 or below -- please don't waste your time. You are best suited for other roles
DUTIES & RESPONSIBILITIES: 
Manage and advocate for a number of teams that are providing transcription, CRM entry/data management work for our clients
Ensure all team members fully understand the client's specifications and have an efficient workflow to get the job done
Ensure your teams continue to learn and retain information about the client's process through regular quizzes, process simulations, trivia day, etc.
Strategically manage staffing, KPIs, and quality of your teams, ensuring client and company expectations are met
If the workload exceeds capacity for your teams, ensure plans are in place to manage the overflow even if it means a hands on approach
Advocate for your teams -- keep them engaged, reward their highlights, provide opportunities for growth within the company
Supervising employees in a fair, consistent manner; motivating, disciplining, and resolving conflicts on a regular basis including coaching of employees
Know who the team performers are to develop and/or elevate; Help low performers improve to meet expectations
Advocate for your clients -- keep lines of communication open with the POCs (point of contact), help demonstrate the value the Hey DAN service brings to their teams by identifying new areas of growth
Monitor client usage and team performance and provide feedback to both client and team
Goal driven/Solution oriented: Identify challenges within your teams/operations and put forth recommendations/action plans to solve them
Drafting communications and reports to appropriate audiences for new initiatives or corrective action
Implement workflow policies/procedures and key metrics, and recommending improvements as part of the management team
Evaluate current processes to identify more efficient ways to get the job done across the department
Set goals, spot challenges, create action plans and execute till desired objective is achieved
Hold the line -- make sure policies in place are followed. Provide coaching and/or disciplinary action for non-adherence
QUALIFICATIONS AND REQUIREMENTS:
More than anything, the role calls for leadership. To be able to see the bigger picture, communicate the why, comfortable with failing (as long as you learn and don't repeat the same mistake) and an ability to influence others positively
Strong Leadership and team/people management
Excellent English Communication and Comprehension
Critical thinking
Good at math - basic understanding of numbers and reports and the ability to deduce and study trends/patterns
Client relationship management
Conflict management and resolution
Project management and time management - the role calls for balancing multiple deliverables
Action/Goal oriented. High commitment to getting things done, with excellent follow-through on deliverables
Vocal: As an advocate, you will be relied upon to be vocal about challenges as well as wins. Being timid will not cut it
Logic: While having familiarity with Math is a plus -- more importantly -- the ability to deduce and study trends/patterns and think on one's feet is critical
Those ready to contribute to BUILDING something REMARKABLE
Typical workdays are Tuesday - Saturday from 4am to 1pm with possibilities of being assigned in the Sunrise shift (aka GY shift) from 12am to 9pm
EMPLOYMENT PACKAGE:
Full time work, regular employment upon successful completion of probationary period
Solid career growth trajectory and learning opportunities
Company sponsored Health Maintenance coverage
Quarterly incentives -- with trajectory for rapid growth based on results shown in the role
Potential travel opportunities
Opportunity to learn and collaborate with the Senior Vice President

Managerial / Supervisory