Operations Manager - Call Centre

Corporate Toronto, Ontario


Description

Position Overview:

Are you an experienced, highly motivated Operations Leader with proven success in developing strategies, people and solutions in a fast-paced, multi-faceted call center environment? Are you a Manager that sets clear & challenging goals and then coaches to expected performance with a balanced focus on skill development, operational throughput and client commitments?   If so, read on…. we are seeking a professional who will be a member of the Operations leadership team responsible for the day-to-day management. You will be required to continuously improve overall customer experience, meet or exceed client expectations and motivate your Team Leaders and Agents. You will also be responsible for assessing, identifying and driving continual improvements that provide operational effectiveness. You will also ensure that resources are managed and allocated to maintain optimal service level and performance.

 Responsibilities:

  • Oversee the launch of a new program - support the successful implementation of the project and operationalizing of new agents, processes and technology
  • Serves customers by planning and implementing Call Centre strategies and operations
  • Determines ways of improving systems and processes to provide the best client experience
  • Monitors the agent metrics to determine levels of customer service provided, and works with peers and stakeholders to improve that customer experience where necessary
  • Monitors system performance, identifies and resolves issues, and provides overall quality and process improvement
  • Collects, analyzes, and summarizes Call Centre data and trends
  • Maintains professional and technical knowledge by tracking trends in Call Centre operations, suggesting, and implementing improvements
  • Oversees After-hours Team Leaders to ensure that phones are covered during evenings and weekends, and that the customer experience is maintained 24 hours a day, 7 days a week (as applicable)
  • Develops and leads a team of customer service operations staff members, including Customer Service Representatives  and Team Leaders
  • Works with the workforce management team to ensure the operation is staffed appropriately to meet all performance requirements
  • Identifies areas for performance improvement and facilitates/leads improvement implementation efforts
  • Develops performance goals and objectives for the Call Centre and monitors the achievement of those goals

Requirements:

  • 5+ years in an Operations management role, contact centre experience a definite asset
  • Highly flexible - willing to engage outside core business hours as necessary
  • Post-Secondary Education an asset
  • Ability to lead coach and motivate small groups
  • Strong organizational and time management skills
  • Ability to interpret financial spreadsheet information, design financial reports and do basic payment calculations
  • Outstanding oral and written communications skills
  • Flexible, reliable, fierce desire to provide excellent customer service
  • Highly motivated, outgoing and able to portray a professional positive attitude
  • Must have a deep understanding and working knowledge of contact centres
  • Strong computer skills including Word, Excel, and other office software, Windows operating systems, Internet Explorer
  • Must be a team player with good initiative and prioritization skills, capable of working under pressure and independently. Demonstrated sense of urgency and ability to drive issues to closure despite setbacks
  • Able to troubleshoot issues, anticipate problems and make logical decisions
  • Demonstrated ability to effectively manage multiple priorities and demands from clients and meet challenging time-line commitments
  • Ability to communicate effectively with internal and external customers and suppliers

Millennium1 Solutions is an equal opportunity employer and welcomes and encourages applications from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.