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Bilingual Associate Operations Manager

2 months ago

Moncton NB, Canada Tech Mahindra Full time

Role: Bilingual Associate Operations ManagerLocation: Moncton, NB, CanadaRole and Responsibilities:Manage and lead a team of call center agents to achieve performance goals and targets.Develop and implement strategies to improve call center operations and efficiency.Monitor and analyze call center metrics to identify areas for improvement and implement solutions.Efficiently coach associates in meeting Key Performance Indicators (KPI’s)/metrics such as (but limited to): AHT, after call work (customer follow-up), Quality, NPS, schedule adherenceImplement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.Attend regular QA calibration sessions.Manage team attrition and reduce voluntary attritionManage team absenteeism to improve overall attendanceTake appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, misconduct, etc.Provide excellent customer service and determine the needs of the clientEnsure the teams they are involved with are aware of the combined end goals.Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.Do Root Cause Analysis to create action plans / goals to improve performanceCollaborate with various support groups – Recruitment, Training, Quality, HR, Workforce to deliver business results.Participate in the recruiting interviewing process for new hiresCollaborate with other departments to ensure seamless communication and coordination.Stay up-to-date on industry trends and best practices to continuously improve call center operations.Applicant’s Specifications & Qualification:Preferred (not required): Candidate has a Bachelor's/College Degree, any field.At least 6 years of working experience in the related field is preferred for this position.Fluent in French and EnglishAnalyticalResults-orientedProcess-orientedPrevious supervisor experience specializing in Customer Service or equivalent.