Operations Manager, Call Center

4 days ago

Vaughan, Canada International Credit Experts Inc. Full time

Operations Manager - Call Center/Contact Centre Services, reports to Senior Manager, Operations leads a team of 4 team leads/supervisors and 80+ agents. This role is primarily responsible for monitoring and overseeing compliance, performance, and customer care operations. The operations manager will also engage directly with clients to identify business needs and implement processes to support those requirements. The position will also help with workflow management and leadership/talent development to drive the growth of revenue, productivity, and client satisfaction.

**Responsibilities**:

- Execute the overall company vision as per business and client requirements
- Ensure that agents attain quality and service standards established by the company and operational goals and objectives are met, and that corrective action is taken when necessary.
- Lead workforce management function and develop efficient workforce strategies
- Present weekly and monthly performance reports/KPIs in client meetings
- Responsible for assisting Human Resources in recruitment, hiring, terminations, and performance management for administrative staff.
- Monitor financial performance to ensure operations is meeting or exceeding expected performance
- Analyze and report on the department’s daily, monthly, and annual key performance indicators on industry trends.
- Troubleshoot customer enquiries and complaints received from clients
- Update resources and processes to improve customer service.
- Examine reports (e.g., inventory, sales, and daily reports) to determine the operational activities of the company and to maximize performance.
- Ensure that all reporting employees adhere to company policies and procedures.
- Perform other duties as required

**Requirements**:

- Degree in operations management, business, or a related field.
- 3-5 years previous management experience in a contact center environment in a client relations/customer facing role
- Proficiency with workforce management strategies and tools
- Advanced MS Office in particular Excel and analytical skills are a must
- Clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by a contact center.
- Sound analytical thinking, planning, prioritization, and execution skills.
- High level of integrity, confidentially, and accountability.
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.

**Core Competencies**
- Adaptability
- Communication
- Decision Making
- Leadership
- Client Relations and Negotiation
- Planning and Organizing
- Problem Solving
- Strategic Thinking
- Resource and Performance Management

**Benefits**
- Competitive compensation plus bonuses based on work experience/performance
- Great medical benefits
- Yearly performance review
- Abundant growth opportunities
- Excellent location well connected to highways and with access to public transport
- Free Parking

**Job Types**: Full-time, Permanent

**Salary**: $47,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- management: 3 years (preferred)

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