Strategic Operations Team Lead
1 week ago
Job Overview:
Tech Mahindra seeks a skilled Strategic Operations Team Lead to join our team. As a key member of our customer experience division, you will be responsible for leading and managing a team of call center agents, driving performance improvement initiatives, and ensuring exceptional customer service.
In this role, you will have the opportunity to develop and implement strategies to enhance call center operations, monitor and analyze key metrics, and coach associates to meet performance targets.
About the Role:
- Lead and manage 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 key metrics to identify areas for improvement and implement solutions
- Coach associates in meeting Key Performance Indicators (KPIs) such as AHT, after-call work, quality, NPS, and schedule adherence
- Implement and oversee the quality of deliverables and manage team relationships effectively
- Manage team attrition and reduce voluntary attrition
- Manage team absenteeism to improve overall attendance
- Take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, and misconduct
- Provide excellent customer service and determine the needs of the client
- Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary
- Conduct regular meetings to improve productivity, product knowledge, and customer satisfaction
- Do Root Cause Analysis to create action plans/goals to improve performance
- Collaborate with various support groups – Recruitment, Training, Quality, HR, Workforce to deliver business results
- Participate in the recruiting/interviewing process for new hires
- Collaborate 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
Requirements:
- At least 6 years of working experience in the related field is preferred for this position
- Fluent in French and English
- Analytical
- Results-oriented
- Process-oriented
- Previous supervisor experience specializing in Customer Service or equivalent
The estimated salary range for this role is between $80,000 and $120,000 per year, depending on qualifications and experience.
-
Canada ICON Strategic Solutions Full timeAbout the RoleWe are seeking a highly skilled and experienced Senior Oncology Clinical Research Associate Lead to join our team at ICON Strategic Solutions.Job DescriptionThe successful candidate will be responsible for:Leading multiple trials within Oncology, including site management and coordination;Developing and implementing site start-up documents,...
-
Strategic Manufacturing Operations Lead
2 days ago
Canada Insight Global Full timeCompany Overview: Insight Global is a leading provider of innovative workforce solutions, dedicated to helping organizations achieve their goals through strategic staffing and operational expertise.About the Role: We are currently seeking an experienced Strategic Manufacturing Operations Lead to join our team in Tilsonburg, Ontario. This permanent, 5 days a...
-
Global Clinical Project Lead
1 week ago
Canada ICON Strategic Solutions Full timeAt ICON Strategic Solutions, we are seeking an experienced Senior Global Project Manager to lead our oncology clinical trials. This is a unique opportunity to join a dynamic team and contribute to the development of innovative treatments.About the RoleWe are looking for a highly skilled and motivated individual with a strong background in clinical operations...
-
Strategic Project Lead
2 days ago
Canada Apex Systems Full timeJob Overview">Apex Systems is seeking a highly skilled Strategic Project Lead to join our team. As a key member of our project management team, you will be responsible for leading multiple strategic projects simultaneously and ensuring successful execution.">About the Role">We are looking for a seasoned project director with a strong background in project...
-
Global Oncology Clinical Trial Lead
1 week ago
Canada ICON Strategic Solutions Full timeSenior Global Clinical Project Manager Job DescriptionAt ICON Strategic Solutions, we are seeking a highly experienced Senior Global Clinical Project Manager to lead our global clinical trials team. This is an exciting opportunity for a seasoned professional with at least 7 years of relevant clinical experience and 2 years of full scope global management...
-
Strategic Tax Leadership Role
2 days ago
Canada The Mason Group - Strategic Search Partners Full timeAbout The Mason Group - Strategic Search PartnersWe are a leading executive search firm dedicated to helping businesses find top talent. As a Corporate Tax Manager, you will be part of our client's leadership team, responsible for overseeing tax compliance across all legal entities.
-
Canada Manitoba Public Insurance Full timeJob Title: Strategic Operations Director for Corporate ServicesLocation: Winnipeg, Manitoba, CanadaWe are seeking a highly experienced and skilled Director to lead our Corporate Services team at Manitoba Public Insurance.About the RoleThis is an exciting opportunity for a results-driven professional to oversee the strategic development and implementation of...
-
Strategic Operations Director
6 days ago
Canada VeriFast Full timeJob SummaryWe are seeking a highly skilled and experienced Strategic Operations Director to join our team at VeriFast. This is an excellent opportunity to grow and learn as the right-hand person to our proven CEO with multiple successful exits.About VeriFastVeriFast is a fast-growing verification-as-a-service company that helps households get approved in...
-
Senior Financial Systems Lead
2 days ago
Canada The Mason Group - Strategic Search Partners Full timeJob OverviewWe are seeking a highly skilled Senior Financial Systems Lead to join our team at The Mason Group - Strategic Search Partners. This role is ideal for an experienced professional with a passion for optimizing financial technologies and driving automation.Key ResponsibilitiesOversee the implementation and maintenance of financial systems, ensuring...
-
Operations Team Lead
2 days ago
Canada Groupe Crédit Agricole Full timeJob SummaryWe are seeking an experienced Operations Team Lead to join our team in a dynamic and challenging role. As an Operations Team Lead, you will be responsible for managing and motivating a team to deliver high-quality results, ensuring compliance and smooth operations.About the RoleThis is a key leadership position that requires strong people...
-
Strategic Innovation Lead
2 days ago
Canada FCB Canada Full timeJob Overview:We are seeking a skilled Senior Strategist to join our team at FCB Canada. As a key member of our creative department, you will be responsible for developing innovative strategies that drive business growth and deliver results.Salary:$120,000 - $180,000 per year (dependent on experience)Key Responsibilities:Strategy Development: Create inspiring...
-
Strategic Property Operations Director
2 days ago
Canada HighView Partners Full timeWe are seeking a visionary Vice President, Property Operations to lead our residential real estate portfolio in Southern Ontario.About Our ClientFounded over 60 years ago, our client has experienced significant growth and transformation. Today, it operates as a specialized multi-residential property management entity with a strong presence in the region. The...
-
Clinical Quality Compliance Expert
2 days ago
Canada ICON Strategic Solutions Full timeAbout ICON Strategic SolutionsWe are a leading provider of clinical research solutions, committed to delivering high-quality services to our clients. Our team is dedicated to ensuring the integrity and reliability of our operations.Job Title: Manager, Clinical Quality ComplianceSalary: $120,000 - $150,000 per yearThis role will focus on process development,...
-
Global Clinical Project Management Expert
4 weeks ago
Canada ICON Strategic Solutions Full timeRole OverviewWe are seeking a highly experienced Senior Global Clinical Project Manager to join our team at ICON Strategic Solutions. As a key member of our organisation, you will be responsible for ensuring the successful execution of phase 1-4 clinical trials in multiple therapeutic areas.The ideal candidate will have a proven track record in managing...
-
Strategic Operations Director
2 days ago
Canada MTY Food Group Full timeCompany Overview:At MTY Food Group, we are committed to delivering exceptional customer experiences and driving growth through innovative brand management. Our team is passionate about championing our brands, developing strategic visions, and executing marketing tactics that resonate with our customers.Salary:We offer a competitive salary of $120,000 per...
-
Director of Operations and Team Lead
1 week ago
Canada Humans of HR Full timeAbout Humans of HRWe are an innovative boutique recruitment agency dedicated to delivering exceptional hiring solutions. Our expertise in finding the perfect match for our clients has earned us a reputation as the go-to agency for skilled professionals.Estimated Salary: $80,000 - $120,000 per annumJob DescriptionCompany OverviewAs a leading recruitment...
-
Strategic Media Innovator
2 days ago
Canada OMD Canada Full timeAt OMD Canada, we are seeking a highly skilled Strategic Media Innovator to join our team. As a key member of our organization, you will play a pivotal role in developing and implementing strategic initiatives that drive business growth and success.Job Summary:We offer a competitive salary of CAD $120,000 - $180,000 per year, commensurate with...
-
Strategic Enterprise Program Lead
4 weeks ago
Canada Toronto Test Consultants Full timeOverviewToronto Test Consultants is seeking an experienced Sr. Technical Program Manager to lead and coordinate critical projects across our organization.About the RoleWe are looking for a highly motivated Technical Program Manager (TPM) to drive strategic initiatives that align with company goals. The TPM will work closely with engineering, product...
-
Strategic Operations Partner
4 days ago
Canada VeriFast Full timeAbout VeriFastA fast-growing verification-as-a-service company, we help households get approved in life's most important financial moments and protect businesses from bad actors.Job OpportunityWe are seeking an experienced and dynamic Chief of Staff to support our CEO. This role requires a seasoned professional who can act as a strategic partner and right...
-
Strategic HR Leader for Regional Teams
2 days ago
Canada Sienna Senior Living Full timeAt Sienna Senior Living, we are seeking a skilled Strategic HR Leader to join our team and drive organizational success. Our company is one of Canada's largest owners and operators of seniors' living residences, with an additional 12 residences managed for third parties.This leadership role is pivotal in driving people strategies, partnering with the Senior...