Operations Manager, Call Center

7 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)

  • Call center supervisor

    2 days ago

    Vaughan, Canada Merit Services Full time

    Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective...

  • Call center supervisor

    2 days ago

    Vaughan, Canada Merit Services Full time

    Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective...

  • Call center supervisor

    2 weeks ago

    Vaughan, Ontario, Canada Merit Services Full time

    Job ResponsibilitiesEnsuring agents understand and comply with all call center objectives, performance standards, and policies.Answering agent questions regarding best practices or difficult calls.Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or...

  • Call Center Supervisor

    2 weeks ago

    Vaughan, Canada Pizzaville Inc. Full time

    **Job description** Call Center Supervisors are responsible for delivering high standards of service to customers by making the most cost-effective and efficient use of the call-center and technology resources (Pizzaville Online Ordering System). The Supervisors use a variety of methods to improve call-center performance such as providing excellent...

  • Call Center Representative

    1 week ago

    Vaughan, Canada Pizzaville Inc. Full time

    Entry Level Position as a Call-Center Operator. Your role would be to place orders for customers calling in to order from their local Pizzaville Franchise. The job starts at minimum wage, and has room to grow to a Customer Service Representative. The job requires a mix of evening and weekend shifts. In addition, we require for employees to work on Statutory...

  • Call center agents

    2 weeks ago

    Vaughan, Ontario, Canada Merit Services Full time

    Merit Services is looking for a highly professional call center representative qualified to provide exceptional customer service to our client in the window supplier industry in Concord. Start date: ImmediatelySchedule: Morning: 11.00AM - 6.00/7.0OPM Evening:  2.00PM-3.00PM -9.00PMJob type: part-time/ full timeHourly Wage: $18/hr plus bonusJob...

  • Call center agent

    2 weeks ago

    Vaughan, Ontario, Canada Merit Services Full time

    Merit Services is looking for a highly professional call center representative qualified to provide exceptional customer service to our client in the window supplier industry in Concord. Start date: ImmediatelySchedule: Morning: 11.00AM - 6.00/7.0OPM Evening: 2.00PM-3.00PM -9.00PMJob type: part-time/ full timeHourly Wage: $18/hr plus bonusJob...

  • Call Center Supervisor

    2 days ago

    Vaughan, Canada Merit Services Full time

    A leading service provider in York Region, Vaughan, is seeking an experienced Call Center Supervisor. In this role, you'll ensure compliance with call center objectives while supervising agents. Responsibilities include monitoring performance, preparing analytical reports, and providing training. Candidates should have 3 years of supervisory experience in...

  • Call Center Supervisor

    2 days ago

    Vaughan, Canada Merit Services Full time

    A leading service provider in York Region, Vaughan, is seeking an experienced Call Center Supervisor. In this role, you'll ensure compliance with call center objectives while supervising agents. Responsibilities include monitoring performance, preparing analytical reports, and providing training. Candidates should have 3 years of supervisory experience in...

  • Call Center

    1 day ago

    Vaughan, Canada UNFI Canada Full time

    **Who are we?** - **United Natural Foods Inc. (UNFI) Canada is the leading distributor of all natural, organic, and specialty foods! We transform the world of food for our associates, customers, and the families we serve everyday! Our mission is simple: to provide healthier food choices to people everywhere. Better Food, Better Future!**_ - **As part of our...