Operations Manager, Contact Center Operations

3 weeks ago

Edmonton, Alberta, Canada Conduent Business Services Canada, Inc. Full time

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.


Operations Manager – Contact Center Operations

Are you a strategic leader with a passion for driving operational excellence in Contact Center Operations?

Conduent is seeking an experienced Operations Manager to join our expanding Support Team. If you have a proven track record of managing and optimizing contact center operations, we want to hear from you. Join us in shaping the future of operational efficiency in contact center operations

Responsibilities:

  • Develop and implement strategic initiatives to optimize call center operations and enhance overall efficiency.
  • Analyze key performance indicators to monitor and improve call center performance.
  • Identify and implement process improvements to streamline operations and enhance the customer experience.
  • Lead and mentor a team of supervisors and analysts to achieve operational goals.
  • Manage the budget for call center operations, ensuring cost-effectiveness and efficiency.
  • Collaborate with other departments to implement cross-functional initiatives.

Requirements:

  • Minimum of 5 years in a managerial role within a call center or telecommunications environment.
  • Proven ability to think strategically and execute initiatives to optimize operations.
  • Strong analytical skills with the ability to interpret data and make informed decisions.
  • Excellent leadership and team management skills.
  • Effective communication skills to collaborate with cross-functional teams.
  • Ability to adapt to changes in processes and technologies.
  • In-depth understanding of contact center technologies and telecommunications systems.

Flexible Working

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role, you can expect the following working conditions:

  • Remote work: Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.

Working For You

Perks and rewards designed for you:

  • Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
  • Retirement Savings: We will support you as you save for your future.
  • Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
  • Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
  • Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
  • Great Work Environment: We are proud of our award-winning culture and the recognition we've received for our diversity efforts.


Join Us

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can:

Bring your authentic self to work
Grow and thrive, both personally and professionally
Make a difference with our clients, in our communities, and with the millions of people we support

When you join Conduent, you are engaged in creating the future - both our company's and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent's ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

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