MEET COMPASS We are a Business Process Outsourcer BPO committed to fostering brand growth through outstanding customer experiences Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner Many companies view customer care as merely a cost center but we believe it offers much more If you enjoy delighting customers and leveraging data to provide valuable insights to clients Compass could be your ideal workplace THIS POSITION IS ONSITE IN CENTER DAILY IT OPERATIONS MANAGER The primary role of an IT Operations Manager is to facilitate communication between our clients and our internal business making sure that both the client and our internal team are set up for success Program Leads add value wherever they can Ensuring their account is managed in an effective manner scaling up to the clients request and finding solutions for pain points that Compass has the expertise in Responsibilities Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts Ensure your account s are meeting client KPIs and service level expectations that are in our control Ability to identify process gaps streamline optimize operations as part of continuous improvement Lead weekly status meeting with clients which should include Account Performance Compass Performance Trends Updates Value Add etc Confidently lead conversations with clients Be capable of educating speaking to the numbers and negotiating demands Be the main point of contact for all client escalations Adhere to an internal reporting cadence to help oversee the performance of your team and client Promote growth of skills and performance improvement through mentorship of Team Leads and IT Support Associates Lead team communication around major account changes i e HQ personnel systems timelines channels etc Depending on account size onboard recent associates and make sure they have everything they need in order to start training and do their job Participate in brand planning activities such as FTE headcount platform optimization or automation macros etc Manage P L to maximize margin and grow the account When necessary create maintain and manage schedules and approve timesheets and time off requests When applicable onboard new clients through coordination with sales recruiting and operations Other duties as assigned by the VP of Client Operations Qualifications Requirements and Characteristics Minimum Associates Degree in a business or related field Bachelor s degree preferred Minimum 5-10 years of experience managing or supervising IT technical support representatives in a call center operations environment Experience and expertise with industry platforms Zendesk Gorgias Kustomer Gladly a strong preference Experience with Microsoft PowerPoint and or Google Slides preparing and presenting Client business reviews Ability to be a balanced advocate for your team the client and Compass Excellent written and verbal communication skills and a professional demeanor Experience managing a remote workforce Availability Full Time 40 hours per week Open availability to include weekdays weekends nights and holidays Willing to report onsite daily