Operations Manager
Copay is currently looking to hire an Operations Manager within our Copay Lodging division. This position falls under our Copay Lodging Workforce line of business and is located in Wichita, Kansas, or Lexington, Kentucky. In this role, you will oversee the Inbound and / or Outbound department, providing coaching and expertise to both Supervisors and production staff. You must ensure our service exceeds client expectations by monitoring service level goals and meeting metrics daily, weekly, and monthly. You will report directly to the Director of Operations and regularly collaborate with department Supervisors and support teams.
As an Operations Manager, you will be expected to work in an office environment. Copay will set you up for success by providing :
- Assigned workspace in Wichita, Kansas, or the Lexington, Kentucky office
- Company-issued equipment
The responsibilities of the role will include :
Coaching and training Operations Supervisors and supporting staff developmentCreating weekly meeting agendas to ensure consistent communicationBeing available during hours of operation for client and infrastructure escalationsFacilitating the rollout of new processes and changes to supervisors and staffCompiling, analyzing, and identifying trends in reservation and call dataAnalyzing activities to ensure staffing levels align with client demandsIdentifying quality deficiencies and creating corrective action plansManaging coaching tools and development plans for SupervisorsEstablishing and managing deadlines to resolve issuesCommunicating issues, actions, and results across teams and leadershipCollaborating with the Director of Operations to assess department performanceConducting monthly one-on-one meetings with SupervisorsBuilding strong relationships with supervisors and staff to enhance engagementQualifications & Skills :
Bachelor's Degree preferred3+ years of prior supervisory experienceDemonstrated ability to teach, collaborate, and deliver superior serviceAbility to interpret and act on performance metricsStrong problem-solving and critical thinking skillsAbility to thrive in a fast-paced environment with shifting prioritiesPositive, self-motivated, and committed to high workplace standardsExcellent oral, written, and presentation communication skillsStrong interpersonal and conflict management skillsProficiency in Microsoft Word, Excel, Outlook, and Internet toolsExtremely detail-oriented and well-organizedDemonstrates initiative, ownership, and a customer-first mindsetFlexibility to work varied shifts and days as neededOther duties as assignedPerformance Standards :
Meeting established phone metrics and quality standardsAdhering to all FLT procedures and processesMaintaining accuracy and service consistency with minimal errorsResolving client issues in a timely mannerComplying with scheduling and attendance policiesManaging real-time availability effectivelyBenefits & Perks :
Medical, Dental & Vision benefits available the 1st month after hireAutomatic 401(k) enrollment (subject to eligibility requirements)Company-wide virtual fitness classesRobust PTO including vacation, sick, personal, holiday & volunteer timeEmployee discounts (wireless, gym, car rental, and more)Philanthropic support for local and national organizationsFun culture with company-wide contests and prizesEqual Opportunity / Affirmative Action Employer
Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and / or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and / or interview process, please notify a representative of the Human Resources Department.
