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Operations Manager

3 weeks ago

Montroyal, Canada ContactPoint 360 Full time

**Who We Are**

We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We’re proud to call ourselves innovative leaders in the industry and value how we’ve been able to grow significantly from 5 to 1000+ employees since opening 12 years ago. We’re Great Place to Work certified and offer an award winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We’re also proud to offer initial paid training and provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we’ll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360, Inc. is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.

Please check out our video on YouTube. This video is designed to give you an idea of the type of culture we have created here at ContactPoint 360:

Who You Are

**Your responsibilities will be**

  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
  • Attend business reviews with the client
  • Handle a team of team leaders

**Requirements and Qualifications**

  • Degree in Business, Operations Management or related field
  • Minimum of 3-5 years Call Center Management experience
  • Sound experience in Sales, Customer Service, or Collections.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills with good negotiation tactics.
  • Good decision-making skills.
  • Proactive and independent with the ability to take initiative.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Proficient with Microsoft Office Suite or related software