At Instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the world. With a growing number of hub cities across the world in the U.S., Canada, India, and beyond, we’re looking for top talent to help rapidly scale our high-tech and high-touch labor marketplace. Our accomplished and dedicated team is passionate about our mission and committed to crafting revolutionary products, all with the backing of our world-class investors, including Benchmark, Spark Capital, Craft Ventures, Greylock Capital, Y Combinator, and more!
We are looking for a highly organized and results-driven Operations Manager to lead and enhance our Data Operation team’s performance and efficiency. This role will oversee day-to-day operations, ensure exceptional stakeholder management, and implement strategies for process improvement. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and experience managing a high-performing data analyst team in a fast-paced environment.
Key Responsibilities:
1) Operational Leadership
- Oversee daily operations, ensuring adherence to schedules, quality standards, and key performance indicators (KPIs).
- Manage Data Operation analysts, including staffing, workload forecasting, and scheduling, to meet demand and optimize service levels.
- Develop and implement processes and policies to improve operational efficiency and service quality.
2) Team Management & Development
- Lead, coach, and mentor a team of supervisors, agents, and support staff, fostering a positive and productive work environment.
- Conduct regular performance evaluations, provide feedback, and support team members’ career development.
- Drive engagement and motivation through recognition, rewards, and clear performance expectations.
3) Customer Experience & Quality Assurance
- Monitor and assess customer interactions, ensuring alignment with service standards and organizational goals.
- Implement quality assurance measures, including transaction monitoring and internal customer feedback collection, to enhance service delivery and processes.
- Address and resolve escalated issues in a timely and professional manner.
4) Performance Analysis & Continuous Improvement
- Track and analyze key performance metrics, identifying trends and areas for improvement.
- Implement initiatives to improve productivity, quality and other operational KPIs.
- Collaborate with cross-functional teams to streamline processes, reduce response times, and enhance overall efficiency.
5) Technology & Systems Management
- Oversee current tools and technologies, including CRM and workforce management systems, ensuring they are fully leveraged.
- Identify and recommend tools and software solutions to improve Data operation team performance and enhance the deliverable results.
- Coordinate with IT to troubleshoot issues and implement system upgrades.
6) Reporting & Strategic Planning
- Provide regular reports on completed and Ongoing projects. Publish regular reports on team performance, challenges, and achievements to senior management.
- Develop and execute operational strategies that align with broader company objectives and customer service goals.
- Participate in budgeting and financial planning for the Data Operations team ensuring cost-effective resource allocation.
Qualifications:
- Education: Bachelor’s degree in Business Administration, Communications, or a related field; relevant certifications (e.g., Call Center Management) are advantageous.
- Experience: Minimum of 7 years of experience in contact center operations, with at least 4-5 years in a managerial or supervisory role.
- Skills: Excellent communication, leadership, and problem-solving skills with a data-driven approach to decision-making.
- Technical Proficiency: Experience with Data collection software, CRM systems, and workforce management tools.
Personal Attributes:
- Customer-Oriented: Passionate about delivering a superior customer experience and continuously seeking ways to improve service quality.
- Strategic Thinker: Ability to think critically, analyze data, and identify innovative solutions to operational challenges.
- Adaptable: Thrives in a dynamic, high-pressure environment and can adjust priorities as needed.
- Detail-Oriented: Ensures accuracy and attention to detail in all aspects of operations.
About Instawork
Founded in 2015, Instawork is the leading flexible work app for local, hourly professionals. Its digital marketplace connects thousands of businesses and more than five million workers, filling a critical role in local economies. Instawork has been featured on CBS News, the Wall Street Journal, The Washington Post, Associated Press, and more. In 2022, Instawork was ranked among the country’s top 10% of fastest-growing companies by Inc. 5000 and was included in the Forbes Next Billion Dollar Startup list. Instawork was also named the 2022 ACE Award recipient for “Best Innovation” and one of the “Best Business Apps” by Business Insider. Instawork helps businesses in the food & beverage, hospitality, and warehouse/logistics industries fill temporary and permanent job opportunities in more than 25 markets across the U.S. and Canada.
For more information visit www.instawork.com
We value diversity on our team and firmly believe Instawork is stronger when we hire people who make their own unique contributions to our culture. We welcome all applicants and encourage candidates from underrepresented backgrounds to apply.
To learn more about our company values, please visit: https://info.instawork.com/about
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