Operations Manager - Winnipeg - Waverley

ABOUT OUR COMPANY
 
24-7 Intouch is one of the most innovative and fastest growing BPO companies in the world. With over 16 years of experience and 12 facilities around the globe, we’re obsessed with providing remarkable contact center solutions to the world’s most innovative brands.
 
ABOUT THE JOB
 
The Operations Manager directs and manages all operational activities in assigned area and contributes to the sites overall strategic direction. The incumbent provides leadership at site to Team Managers, Team Leaders and when applicable, Customer Service Representatives ensuring production objectives and performance standards are met.
 
ESSENTIAL FUNCTIONS:
 

  • Ensures proper planning, staffing, and direction of the operational functions of the division
  • Reviews all operations performance daily to ensure optimal production is reached
  • Manages and supervises senior operations team and large production staff
  • Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
  • Maintains and develops pertinent operational statistics, financial management information, and results reporting
  • Supports Business Development Initiatives and contributes to the design and implementation of client marketing plans
  • Responsible for ramp-up drives/goals for the call center
  • Data Analysis, highlighting and enhancing Key Performance Indicators (KPI’s) - Productivity Management
  • Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
  • To develop and deploy motivational/incentive schemes on the floor
  • To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  • To authorize and coordinate changes in staffing schedules through the Operations Support team
  • To participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program

 
EXPERIENCE & QUALIFICATION:
 

  • Must have 5 to 7 years experience in the call center industry with at least 5 years in a senior management capacity
  • Post-secondary diploma or degree with a major in Business
  • Must have experience with budgets, managing to a budget as well as reading and understanding statistics
  • Must have a background in client relationship management as well as front-line supervisor development
  • Must have experience maintaining and developing operational statistics, financial management information and results reporting
  • Strong Verbal and written communication skills
  • Above average Organizational and time management skills – must be able to multi-task constantly throughout the work day
  • Ability to work under time constraints and meet deadlines
  • Ability to Implement Change and Innovation
  • Ability to communicate & Influence at various levels within the organization

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