Operations Manager

2 weeks ago


Winnipeg, Canada KPI Connect Ltd. Full time

**Manager - Operations**

As part of our client-facing team, the Manager - Operations reports to the Director of Client Services in our Winnipeg MB contact center.

The Manager - Operations is responsible for managing the day to day activities of a group of Customer Service Representatives by providing motivation and direction to the team, monitoring client program results versus objectives and assisting in the development and coaching of Supervisors and Agents.

The Manager - Operations works with the Director of Client Services to ensure adequate resources are available to meet the client objectives. The Manager fosters a positive team environment and continuously finds ways to improve internal processes.

**Key Responsibilities**:

- Monitor productivity performance (Key Performance Indicators) compared to targets.
- Implement and monitor change initiatives to improve efficiencies.
- Provide regular and consistent follow-up on performance expectations, results and changing program requirements with clients and internal leadership.
- Provide leadership, coaching and development to a diverse team of employees, including Supervisors and front-line employees, in a highly technical outsourced call center environment.

**Proven Competencies**:

- Relationship management
- Planning and organizing
- Negotiation and influencing
- Communication, both oral and written and listening skills
- Strong analytical and technical skills
- Initiative
- Leadership ability
- Attention to detail

A minimum of 2 years management experience in a call centre environment is required.

Hours: 9:00am-5:00pm ( With flexibility)

Wages: To be discussed

Thank you to all who apply. Only those selected for an interview will be contacted.

**Salary**: From $32,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Flexible schedule

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Call center: 2 years (preferred)

Work Location: One location


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