Operations Manager

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.

About 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

SUMMARY

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.  They are the leader for that organizational division of the company and are expected to deploy leadership which is cognitive to the businesses’ expectation, ensuring all KPIs and service level agreements are met, while fostering positive employee engagement and culture.  This position is accountable for the overall success and direction of the assigned LOB ensuring it operates in an efficient and cost effective manner while maintaining a high level of client and employee satisfaction.

HOW TO MAKE A DIFFERENCE

ESSENTIAL DUTIES AND RESPONSIBLITIES include the following, however other duties may be assigned.

Responsible for the management of all aspects of call centre operations within the assigned LOBs and other functional areas.  Directs short and long term operations in order to achieve performance goals and objectives within the assigned areas of responsibility. 

• Provides leadership and develops supervisory staff enabling them to become effective coaches who are able to 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. 
• 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 daily, weekly, and monthly 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 are in compliance with 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 assist customers when needed. 
• Acts as a back up to the Account Director. 

Performs other duties as expected. 

KNOWLEDGE AND SKILLS

• Ability to work as part of a team, and to work collaboratively with individuals from other departments.
• 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 plans and 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 possess very 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 progressive contact 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

• Satisfactory completion of a criminal background check.