Strategic Operations Manager, Contact Center Performance

1 week ago

Markham, Ontario, Canada Enercare Inc. Full time
Job Description

We are seeking a Strategic Operations Manager to oversee planning and optimization of resource utilization in our omni-channel contact center.

About the Role
  • Manage an intake process to understand and forecast marketing and product campaigns which drive incremental demand volumes, headcount, and resources.
  • Monetize and business case each net new campaign and present associated costs and resources, followed by necessary approvals from the division SVP.
  • Partner with Client Account and Business Leads to understand the data and analytics requirements.
  • Closely work with workforce teams and build/use forecasting models to pre-plan capacity required to meet demand.
  • Work with training and process teams to build processes to intake activities that impact budget/forecasting (shrinkage/LOAD factors) with BPO partners.
  • Work with Vendor Management team and BPO WFM and in/external training teams to schedule learning sessions.
  • Work with our BI partners to ensure that we have accurate reporting on metrics to drive the business.
  • Oversight into the performance metrics of each Line of Business and partner with the channel to build business cases to drive improvements or efficiencies. Provide gap analysis and work with key stakeholders for mitigation solutions when business goals are at risk of not being achieved (Cost-efficient levers that would deliver the right service level, cost, and employee satisfaction).
  • Develop and maintain strong partnerships with cross-functional stakeholders to promote and provide awareness of performance results.
  • Coordinate with relevant teams to address operational challenges.
  • Promote a culture of continuous improvement and accountability within the team. Set clear performance expectations and provide regular feedback to meet team objectives.
Required Skills and Qualifications
  • Exceptional ability to understand all the links to a forecast and ensuring accuracy and detail for monitoring and storytelling.
  • Exceptional ability to analyze data, forecast workload, and implement effective staffing strategies.
  • Proven ability to build and present with succinct stories around the key drivers of cost, efficiency, and plans.
  • Proven ability to identify problems, understand business impact, and provide corrective actions.
  • Ability to handle ambiguity and make calculated assumptions with associated risk articulation.
  • Deep knowledge of contact center technology and workforce management tools. As well as building models and databases.
  • Strong leadership skills with the ability to manage and develop a high-performing team and stakeholders.
  • Expertise in managing operational expenditures.
  • Business case development.
  • Excellent communication, listening, and interpersonal skills.
  • A bachelor's degree in business administration, Operations Management, or a related field is preferred.
  • Minimum of 8+ yrs. of progressive workforce management experience supporting contact centres (planning, forecasting, reporting + analytics)
  • Proven experience in development and business planning (financials and budgeting).
  • Workforce management certification is a plus.
Compensation and Benefits

The estimated annual salary for this role is $120,000 - $180,000 CAD, depending on qualifications and experience. Enercare Inc. offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a retirement savings plan and paid time off.

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