We re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders
As Operations Manager, You Will
- Ensure proper planning, staffing and direction of the operational functions
- Manage and supervise teams
- Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
- Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Develop customized reporting to measure and track operational statistics, data and results
- Develop solutions to improve business performance and partner success
- Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
- Motivate teams through relationship building and real-time coaching
- Develop and deploy incentive programs to motivate employees to achieve desired outcomes
- Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meeting
As Operations Manager, You Have
- Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
- A minimum of 5 years of experience in the contact center industry
- At least 3 years of experience in an Operations Management role overseeing front-line employee
- Experience in client relationship management and employee development/coaching
- Experience dealing with escalated issues in a contact center capacity
- The ability to successfully work across cross-functional team
- A positive work ethic and commitment to achieve the best possible outcomes
- The passion to be a role model that exemplifies our 10 Things (cultural values)
- Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
- Excellent communication skills; listening, verbal and written
- Ability to assess the big picture and draw connections between inputs and outputs
- Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
- Ability to use spreadsheet applications to maintain and develop operational and financial data reporting
- Ability to type 30 WPM with accuracy
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred
