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Operations Manager
Advantage Communications
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 07/05/2024
- HRD
The Operations Manager is responsible to oversee and direct all aspects of call centre operations within the assigned lines of business (LOBs) and other functional areas.
https://advantage.hiringplatform.com/list/careersOperations Manager Responsibilities:
Duties and responsibilities:
- Provides leadership and developssupervisory staff enabling them to become effective coaches who can motivate their teams to achieve optimum performance levels, employee engagement, and ensure deliverables have been met.
- Collaborates with managers/supervisors across departments to maintain and develop inter-departmental strategies that enhance the members’ experience, improve efficient call handling, and employee engagement.
- Liaises with clients to ensure operational efficiency is achieved.
- Prepare and present weekly/monthly/quarterly business reviews.
- Presents daily, weekly and monthly contact center action plans and objectives.
- Maintains and improves contact center operations by monitoring system performance and identifying and resolving problems.
- Prepares call center performance reports by collecting and analyzing call agents’ data.
- Evaluates individual performance reviews and overall team effectiveness with upper management.
- Supervise Senior Team Leads in their management of Team Leaders and contact center agents.
- Ensure there is a high level of motivation and inspiration on the production floor that drives increased productivity.
- Monitors team performance and provide tools if necessary.
- Determines call center operational strategies by evaluating team results and objectives.
- Acts as a change agent by analyzing and making improvement recommendations to established procedures and policies. Engages team members as the change champion for approved organizational changes which impact the assigned LOB.
- Prepares, reviews, and analyzes interval, daily, weekly, monthly, and quarterly operational reports to evaluate, make recommendations, and implement strategies to exceed performance expectation.
- Communicates strategies, changes, accomplishments, milestones, and other initiatives which support organizational objectives to staff.
- Partners with Human Resources on recruitment, onboarding, and employee engagement to ensure the best talent is sourced, that they are successful onboarded, and embrace organizational culture.
- Evaluates and ensures that assigned LOBs follow ADV and client policies and procedures to include member transactions, security, regulatory requirements, and internal control procedures.
- Partners with Workforce Management on current and future staffing requirements making recommendations on optimal staffing counts required to achieve performance objectives in the assigned LOB.
- Partners with Information Technology, Facility Management, and Human Resources to ensure facility, technology, and health and safety needs are adequately maintained ensuring operational readiness.
- Complies with all policies and procedures including, but not limited to, Risk Management policies.
- Performs all necessary account transactions and inquiries to assistcustomers when needed.
- Acts as a backup to the Account Director.
Requirements and qualifications:
Ability to work as part of a team, and to work collaboratively with individuals from other departments.
Ability to drive sales, first contact resolution, quality, guest satisfaction, AHT, and schedule efficiency targets.
Strong working knowledge of MS Windows; strength in associated office productivity software tools vis-a-vis MS Office (i.e.: Word, PowerPoint); basic knowledge Photoshop, Adobe Illustrator, is “nice to have”.
Strong proficiency in Excel and to produce plots, statistics and presentation material to both measure and support operational activities, as well as to support future plansand directions.
Ability to manage projects from inception through execution.
Methodical approach, detail oriented and highly organized.
Team focused positive attitude, must be self-motivated, and possessvery good time management and exceptional communication skills both in written and verbal English.
Ability to motivate and coach staff maximizing moral and enabling them to realize their full potential.
Must embrace the principles and ethics upheld by Advantage Communications Inc and clients.
Experience:
- Minimum of five (5) years of progressivecontact centre management experience would is required.
Experience in the telecommunications industry, knowledge of its products and services would be an asset.
Education:
Completion of post-secondary education with a degree in Business Administration or relating field is required.
Other:
This role will be required to travel.
Satisfactory completion of a criminal background check.
Why Join Us?
Advantage Communications Inc is a BPO service provider operating in Canada and the Caribbean with over 20 years of excellence
in customer care and technical support. Since 1996, we’ve led the way with call center innovation, to get better results in
customer satisfaction and cost-efficiency for telecommunications, financial services, retail, digital media, technology, automotive,
start-ups and major corporations.
With our loyal workforce, we're proud of the lowest attrition rates in the industry. Our current clients range in size from 5 full-time
employees to tens of thousands, with a number of long-term client relationships between eight and 15+ years.
Advantage Communications helps organizations PowerUp their customer experience using the latest technology platforms and call
center automation. We’re taking on the challenge, and stepping-up to new levels of customer service performance and
excellence. We want you to join us on our journey!
“Innovation, Passion and Technology are taking us to new levels of customer excellence – we’re going to challenge our industry.”
Gregg Hough, President & CEO | Advantage Communications