Operations Support Manager

3 weeks ago

Toronto, Canada Optima Communications International Inc. Full time

**Are you customer obsessed?**

**You are motivated and willing to take ownership and drive continuous improvement**

**Your attention to detail and organizational skills are A+**

**You are proactive, creative, quick to pivot direction for customer satisfaction and experience while managing multiple priorities**

**Follow a path that lets your talent shine**

**Role Summary**:
The Operations Manager, will provide leadership, direction and improve performance in a fast paced, omni-channel customer service environment. You will inspire and lead with your knowledge and experience for successful business outcomes. You are expected to ensure customer service excellence through pro-active communication and using due diligence better support staff, clients and customers alike. The Operations Manager will translate the clients’ vision, mission, and values into a meaningful context that the teams can relate to and feel excited about. You will lead employee engagement initiatives and improve overall team morale within the virtual and on-site environments.

The delivery of customer service objectives requires a strong execution from our Operations Support Manager, which is essential in our highly structured and fast-paced work environment. The selected individual reports to the Business Unit Director and will be responsible for driving performance and growing the team, while coaching and developing employees for continuous success.

**Role Accountabilities**:

- Meet and exceed program KPI consistently (SL, CSAT survey, Quality, Call Stats, Adherence)
- Identify opportunities to improve customer and employee satisfaction
- Review reports and analytics to identify key metrics, while implementing a strategy to achieve them
- Recommend changes to work flow while realizing efficiency
- Embody company culture to drive results and enhance overall employee experience
- Lead by example and display high level of emotional intelligence
- Communicate articulately to clients, team and customers alike to foster healthy relationships
- Ensure team adopts and sustains change, using change management principles
- Interact directly with customers through managing escalations, complaints and service calls
- Champion Optima’s coaching model with attention to detail and documentation
- Collaborate with others to promote understanding and knowledge exchange between teams
- Identify, develop & maintain opportunities for process and system improvements and manage improvement projects where appropriate
- Participate in client meetings and correspondences where required

**Skills and Competencies**:

- 3+ years Call Centre Leadership experience
- A relentless and demonstrated ability to find efficiency opportunities
- Experience managing to results along with superior time management skills
- Proven ability to deliver feedback to others in a way that results in positive outcomes
- Previous experience within Omni-channel environment with focus on front and back office
- Understanding of Contact Center Metrics and SLA, including core KPI’s that improve CSAT
- Ability to influence change and build relationships for success
- Computer Skills: Microsoft Office Proficient (Five9, Salesforce & Genesys an asset)

**Unique Requirements**:

- Flexibility in Schedule required (8am to 8pm) **and occasional Saturdays**

**Location**:

- You will love our beautiful, bright modern office in a classic building in Toronto, minutes from Union Station.

**Our Invitation to You**:

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