Operations Manager

3 weeks ago

Waterloo ON, Canada Majorel Full time

We design, build, and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. We are relentless, resourceful, resilient, and agile – all pulling together as One Team. It is the only way to deliver the total reliability and digital transformation necessary in our constantly changing world .
The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction.
Lead, manage and develop supervisors through interactions and motivation.
Take care of administrative supervisor related functions.
Effectively manage attendance/absenteeism.
Attrition risk management (alert, communicate and mitigate any potential risk).
Manage and deliver operational results in accordance with service delivery scorecard.
Effectively and efficiently manage resources to optimize operational results.
Ensure stakeholder communication and/or management.
Evaluate daily key performance indicators and develop improvement needs.
Coordinates with leadership to interface with client and handle account management issues.
Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
Conduct performance appraisals for direct reports.
Establishes performance objectives for supervisors and direct reports.
Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
Interacts and consults with HR and Training on matters of recruiting, hiring, and training, performance, and employee relations issues.
Demonstrate sound judgment and fairness when administering policies and procedures.
Work with Quality Assurance and clients to meet quality standards.
Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.
Experience with forecasting/scheduling and related software packages.
Proven ability to manage people, processes, and technology.
Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational, and financial elements. Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
Must have strong technical, project management, implementation, and process improvement skills.
General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
5-7 years call center experience.
Minimum 3-5 years managing operations in a call center environment.
Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
Experience in a leadership role in a large contact center setting with extensive client and senior management interface.
The employee extensively uses office equipment. Employee will extensively use a computer for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement.
Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity, or availability of Information assets as per the Company’s Incident Reporting Process.
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
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