An Operations Manager is part of a management team, whose focus is the development and implementation of organizational strategies, policies and practices. Typically reporting to an executive director and interacting with the board of directors, an Operations Manager’s duties include data entry, accounts payable, payroll, grant report entry, managing the organizations HR, helping and creating organizational and program budgets.
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Operations Manager Sample Resume, Operations Manager Resume Example – page 1
SAM SMITH
1234 Sample Street, Toronto, Ontario, Canada
Cellular: 111-2222
Email: resume-example@hrinmotion.com
SUMMARY
Operations Manager with 5 years of Operations Management experience. Areas of expertise include Telecommunications, call center management, implementing KPI’s (Key Performance Indicators), metrics, quality controls, and data management. Proven ability to coach and advise management, control costs, improve productivity, develop and execute business plans, and establish business goals and targets. Solutions focused, highly committed, excellent multi-tasking, quickly adaptable, with strong interpersonal and communication skills. Fluent in English and French. Advanced skills in Crystal Reports, MS Access and Excel.
“Sam is enthusiastic, organized and has gained a reputation for being a quick learner who thrives on new challenges. I believe Sam would be an asset for any office she joins”
Dave Jackson, Executive Director of Telecommunications
PROFESSIONAL EXPERIENCE
City Telecommunications Inc, Toronto, Ontario, 2006 – Present
Operations Manager
- Led the operational excellence and efficiency initiative for all 47 call centres.
- Exceeded KPI (Key Performance Indicators) standards set by the Branch Manager, for 3 consecutive years.
- Implemented quality of service standards with reliable and accurate metrics.
- Responsible for ensuring operational and financial objectives of the call centre are met.
- Developed and deliver training for all Call Centre Supervisors, Team Leaders, QA Coach and Programming Specialists.
- Identified desired competencies for future mode of operaions and assessed current organizational staff competencies.
- Provided revenue projections for call centre revenue and TAS revenue to assist branch manager in completing 30-60-90 projections.
- Controlled wage costs to stay at or below % of revenue targets for branch by partnering with appropriate team members.
- Spearheaded the Disaster Preparedness Program and ensure that all communication and records are current by providing ongoing support and development for the Programming Specialists to ensure that data integrity is being maintained, and that projects are completed to standard and in a timely manner.
- Assessed and communicate information and recommendations to Branch Manager, HR Manager, Trainers, Accounts Management Team and Programming Department, and identify and document all performance related outcomes of client campaigns.
- Assisted the sales team in determining the costs and timelines associated with new account setup and programming, and coordinating that setup by partnering with the appropriate departments.
- Collaborated with entire management team to ensure the highest level of support on-going and anticipate problems with staffing and equipment deficiencies.
- Enforced Branch policy and procedure and partner with HR Department to manage agent/supervisor/programmer/trainer performance.
- Identified and implemented 45 opportunities for improvement and manage the process of innovative change effectively.
CERTIFICATIONS
Certified Operations Manager.
PUBLICATIONS
Telecommunications News Weekly, Overcoming Limitations In Telecommunications, 2008.
PROFESSIONAL ASSOCIATIONS
American Operations Manager Society.
National Operations Manager Association.
PROFESSIONAL DEVELOPMENT AND EDUCATION
Bachelors of Telecommunications, University New York, 1998.
Telecommunications Certificate, NY Technical Institute, 1999.
VOLUNTEER
Cancer Society, Fundraiser, 2003 – 2009.
Youth Addictions, Treasurer, 2002 – Present.
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