Provides general administrative support to the CEOCreates general processes (SOPs and Guidelines) for the admin team and production team for day to day operationsCreates data analysis and reports for the CEO on the Financial and Operational status of the businessImplements Cloud-based system (8x8 and Ring Central) for customer service usePerforms basic bookkeeping tasks on Quickbooks Online (Accounts payable, receivable, Profit and Loss, Vendor Summary, etc.)Prepares basic tax requirements of the company (1099, Quarterly Income Statement, Sales, etc)Keeps record of all transactions and employee performance evaluationCreates and finalizes schedule of the Fleet Services (Vehicle preventive maintenance, vehicle repair, vehicle status and release)Ensures and keeps the inventory updated with tools and suppliesOversees the entire day-to-day operations of the Fleet Services and reports daily results to the CEORecords timekeeping of all employees for payroll purposesPrepares, approves and submits payroll to Accounting for paycheck releasePresents weekly, monthly and quarterly business reviews to the CEO regarding the financial and operational status of the company

Manages the day to day call center and customer service operations across all accountsProvides leadership support to Project ManagersPerforms Quality calibrations across all accounts to ensure clients guidelines and SOPs are being followedImplements cold-calling and email campaign processes to gain prospect clientsSchedules and co-leads discovery calls with prospect clientsConducts client onboarding to operationsJoins product and service training with clients and assigned support and associates to be able to collaborate in creating a knowledge-based resources for the accountDrives client-relations and retention initiatives to keep clients happy and satisfied with the services being providedCoordinates with Management, HR, Operations and Clients on improving existing SOPs and GuidelinesLeads internal process improvement and development discussionsPerforms coaching to Team Leaders/Project Managers, when neededConducts shadow coaching with Team Leaders/Project Managers, when neededConducts internal leadership enhancement and development sessions with the Operations TeamReinforces Employee Engagement and Retention programsPerforms hiring duties, when needed

Manages Call Center daily operations on a cluster-level (60-120 FTE) by reinforcing call behaviors that will drive client KPIsSet daily, weekly and monthly goals within the clusterConducts one-on-one coaching sessions with Team LeadersConducts one-on-one coaching sessions with Subject Matter Experts (Senior Agents)Observes coaching sessions between Team Leaders and AssociatesProvides direct feedback after every coaching sessionsConducts Quarterly Performance Reviews for Team Leaders and AssociatesPerforms hiring duties by interviewing applicants and providing recommendations to the Recruitement TeamJoins weekly Quality calibration calls internally and with clientsImplements client standard coaching model to the entire Operations Team as a Change Leader officerObserves coaching sessions between Operations Managers and Team Leaders as a Change Leader officerProvides direct feedback and evaluation to Operations Managers after coaching sessionsAttends daily client calls to discuss current performance, challenges and action planLeads action planning sessions within the cluster and presents finalized action plan to the Associate Director of OperationsConducts cluster-level performance review with the Associate Director of OperationsDrives employee engagement activities within the clusterProvides quarterly and annual performance evaluation within the clusterAttends admin hearing sessions and provides recommendations to HR

Manages Call Center daily operations on a cluster-level (60-120 FTE) by reinforcing call behaviors that will drive client KPIsSet daily, weekly and monthly goals within the clusterConducts one-on-one coaching sessions with Team LeadersConducts one-on-one coaching sessions with Subject Matter Experts (Senior Agents)Observes coaching sessions between Team Leaders and AssociatesProvides direct feedback after every coaching sessionsConducts Quarterly Performance Reviews for Team Leaders and AssociatesPerforms hiring duties by interviewing applicants and providing recommendations to the Recruitement TeamJoins weekly Quality calibration calls internally and with clientsAttends daily client calls to discuss current performance, challenges and action planLeads action planning sessions within the cluster and presents finalized action plan to the Associate Director of OperationsConducts cluster-level performance review with the Associate Director of OperationsDrives employee engagement activities within the clusterProvides quarterly and annual performance evaluations within the clusterAttends admin hearing sessions and provides recommendations to HR

Manages day-to-day customer service operations on a team-level (15-20 FTE) by reinforcing call behaviors that will drive client KPIsSet daily, weekly and monthly goals within the teamConducts one-on-one coaching sessions with AssociatesObserves and provides direct feedback to associates’ callsListens and evaluates associates’ callsAttends internal and client Quality call calibration sessionsConducts monthly and quarterly performance evaluation for associatesConducts uptraining sessions with associates, when neededAttends uptraining and leadership seminarsLeads action planning sessions on a team-level and presents finalized action plan to the Operations ManagerPresents weekly and monthly performance reviews with the Operations ManagerAttends admin hearing sessions and provides recommendations to HRDrives employee engagement activities within the team

Manages day-to-day customer service operations on a team-level (15-20 FTE) by reinforcing call behaviors that will drive client KPIsSet daily, weekly and monthly goals within the teamConducts one-on-one coaching sessions with AssociatesObserves and provides direct feedback to associates’ callsListens and evaluates associates’ callsAttends internal and client Quality call calibration sessionsConducts monthly and quarterly performance evaluation for associatesConducts uptraining sessions with associates, when neededAttends uptraining and leadership seminarsLeads action planning sessions on a team-level and presents finalized action plan to the Operations ManagerPresents weekly and monthly performance reviews with the Operations ManagerAttends admin hearing sessions and provides recommendations to HRDrives employee engagement activities within the team

Manages day-to-day customer service operations on a team-level (15-20 FTE) by reinforcing call behaviors that will drive client KPIsSet daily, weekly and monthly goals within the teamConducts one-on-one coaching sessions with AssociatesObserves and provides direct feedback to associates’ callsListens and evaluates associates’ callsAttends internal and client Quality call calibration sessionsConducts monthly and quarterly performance evaluation for associatesConducts uptraining sessions with associates, when neededAttends uptraining and leadership seminarsLeads action planning sessions on a team-level and presents finalized action plan to the Operations ManagerPresents weekly and monthly performance reviews with the Operations ManagerAttends admin hearing sessions and provides recommendations to HRDrives employee engagement activities within the team