Managerial & Administrative Roles - Kingston

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Thank you for your interest! Please take this time to review the vacancies we have available.

1. Operations Supervisor

2. Project Lead

3. Real-Time Supervisor

4. Workforce Management Manager

5. Safety & Security Supervisor

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JOB TITLE: Operations Supervisor

JOB SUMMARY: The Supervisor will be responsible for coaching, mentoring and motivating team members to achieve defined KPI targets, resolving customer escalations and practicing cultural behaviors. The Supervisor is also expected to advocate for customers and participates in activities that improve business processes and improve operational effectiveness.

KEY RESPONSIBILITIES:

• Achieve departmental growth by hitting targets and successfully managing a team.

• Design, suggest and implement strategic plans that could potentially improve our processes.

• Assist with recruiting, objectives setting, coaching and performance whilst keeping a pulse on agent activity.

• Coach, train, counsel and discipline employees.

• Distribute daily reports which include individual agent audits, breech reviews and stat reviews.

• Send email huddles which should give a high-level overview of the MTD stats, Week over Week stats, Agent Ranking stats, and other comparative data.

• Follow up on agent step goals and make determinations on whether or not an agent should go on Performance Improvement Plans.

• Hit monthly call review targets which includes daily live monitoring.

• Pull and analyze the hours and adherence for all the agents on your team and ensure all anomalies are adjusted.

• Identify future and current trends that appeal to consumers.

• Preside over staff meetings.

• Identify and develop future leaders on your team.

• Handle customer complaints, questions and issues.

KEY COMPETENCIES & QUALIFICATIONS:

• Excellent leadership skills

• Excellent problem analysis and problem-solving skills

• Excellent communication and interpersonal skills

• Attention to detail, accuracy and time management

• Ability to follow written and oral instructions

• Flexibility and adaptability while maintaining professionalism

• High level of competence in MS Office

• Have a satisfactory performance evaluation

• Meet all job specifications for the role

• Have not received formal corrective action within the last six months

QUALIFICATIONS AND EXPERIENCE:

• At least 5 CXC/CAPE subjects including an English, Math, Business and Science subjects.

• Associate degree or higher preferred

• 3-5 years cumulative experience in the BPO sector with 2+ years of supervisory experience.

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Job Title: Project Lead

Job Purpose: The Project Delivery Lead is primarily responsible for planning, tracking, and managing customer projects. They would also support the client’s business while ensuring efficient, effective workflows and strong outcomes. This position manages the client relationship as well as every aspect of the internal project process, including resourcing teams, scoping time, developing schedules, tracking the project health, and managing vendors. This person is expected to be incredibly reliable; eliciting excellent, results-driven work that achieves client objectives on budget and on time.  

Functions and Responsibilities:  

• Give clear directions and instructions to both team members and stakeholders with regards to external factors, to enable them to carry out their duties effectively.
• Clarify the duties, roles, and functions of team members between both prospective competing team members and their superiors.
• Create and implement project plan and execution.
• Encourage contributions and input from team members and other key stake holders on the project and acknowledge efforts.
• Determine the appropriate time to make advancement on projects and move on to further stages. Also, acknowledge when certain strategies aren’t effective and implement change of plans.
• Carry out constant evaluation and adjustment within a specific period to ensure that both internal and external factors do not suffer.
• Maintain direct and open interaction with stakeholders to make sure all resources needed for the project are available and consider the negotiation of amendments to project plans.
• Help design, document, maintain, and improve processes.
• Developing detailed work plans, schedules, custom workflows, resource plans, and status reports.
• Attend meetings and complete checklist.
• Manage the schedule, scope, and quality of implementation projects.
• Document and write reports as necessary on configuration, methodology, and insights from results. 

Requirements:  

• Experience with document management processes. 
• Strong organizational, problem-solving, and analytical skills. 
• Excellent interpersonal skills to successfully interact with clients, engineers, and managers. 
• Ability to communicate (orally and written) effectively with technical, non-technical staff, and customers/stakeholders as needed or directed. 
• Experience with providing technical guidance to IT Development teams.
• Entity Framework 
• Reacts to project adjustments and alterations promptly and efficiently. 
• Strong interpersonal and communication skills. 
• Proactively forecast and plan for client work both annually and per project 
• Utilize Project Management best practices to develop effective strategies for managing client portfolios to ensure efficient operations. 
• Act as the key-point-of-contact for designated area in the Itel Business.  
• Gain deep knowledge of client processes to integrate those into agency workflow. 
• Work with the Recruiting and Capacity Team to provide relevant data analytics and conclusions. 
• Excellent interpersonal, written and team collaboration skills. 
• Experience with Current project Management tools- Microsoft SharePoint etc.  
• Some travel may be required. 
• Detail oriented. 
• Experience in personnel management.
• Ability to occasionally travel to/From job sites.
• Ability to work in a dynamic environment, while adapting to the various personalities and experience levels of the Project management team.
• Excels in problem solving and collaboration with internal teams and clients.
• Proficient in problem-solving and conceptual skills to recommend approaches and methods. 

Qualifications:

•  Bachelor’s degree or equivalent industry experience. 
• 1 - 2 years proven experience in a Project Management environment. 
• General knowledge of computers and business operations.
• Proven ability to communicate articulately and credibly.
• Dynamic and engaging communication style.
• Excellent interpersonal and business communications skills - verbal and written.
• Motivated team player and open to feedback.

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Job Title: Real-Time Supervisor

Position Purpose:

Supervises the Real Time team & ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability. Coordinates studies & implements new processes / procedures. Oversees the activities of team members focusing in delivering service & support to Clients. Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely. Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met.

Essential Functions:

• 35% - Oversees efficient working of Real Time personnel & maintain knowledge on all job functions & administer all business requirements to ensure achievement of all business objectives. § Organizes & conducts all staff meetings for project reviews & supervises their team, analyzes all customer requirements & develops solutions for same § Implements all strategies & supervises efficient working of all staff & prepare orientation / onboarding programs for all new employees & ensures compliance to all deadlines § Oversees efficient working of their team & maintains knowledge on all job functions & administers all business requirements & ensures achievement of all business objectives.

• 20% - Prepares & coordinates contact center operational plans & works with call center partners to develop optimization strategies & loss mitigation. Leads team to evaluate rolling 3 days at a minimum up to 14 days in the future to understand weekly trends and appropriate actions to address risks 

• 10% - Ensures business continuity & monitors KPIs for their assigned programs. Provide continuous support & serves as back up for workforce management leadership as required 

•  10% - Leads real time team in monitoring, scheduling adjustments & attendance line management. Duties in this role include internal & external (client) communication of current status, changes &/or action plans for restoration. Acts as liaison between all partner groups, facilitating coordination of response § Coordinate with various departments to design all management reports, projects & administer everyday activities & ensure compliance to all deadlines

• 10% - Conducts regular audits to ensure quality of data from the phone switch & data in workforce management systems to prepare call center operational plans around forecasting & scheduling 

•  10% - Collaborates with department personnel & designs innovative solutions for issues § Partners with operations, training, quality, recruiting, HR, IT & facilities to coordinate staff movement 

•  5% - May perform other related duties & responsibilities as assigned &/or required

Disclaimer: The above statements are intended to describe the general nature & level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities; duties & skills required of personnel so classified. Employees may be required to perform other job-related duties as requested by their supervisor. All requirements are subject to possible modification to reasonably accommodate qualified individuals with a disability.

Job Qualifications Skills, Knowledge & Abilities: 

•  Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers o Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions
•  Skill in establishing & maintaining effective working relationships
• Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required 
• Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations
•  Advanced analytical & problem-solving skills
• Able to work independently with efficient time management skills 
• Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.… is a required 
• Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc….is a required
• Ability to adapt to changing priorities, meet deadlines & work well under pressure 
• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our client, to Agents, etc. … 
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority

Education Or Formal Training:

• High School degree or GED is the minimum
• Associate degree or bachelor’s Degree from a certified College or University is strongly recommended

Experience:

• Thirty (30) months minimum experience is required within a Real Time role or equivalent WFM role
• This is an entry level Supervisory role yet previous Supervisory experience is a plus

Working Environment/Physical Activities:

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; & talk & hear. The employee is occasionally required to reach with hands & arms & stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, & the ability to adjust focus.

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Job Title: Workforce Management Manager

Position Purpose:

Responsible for the Forecasting & Scheduling team and/or the Real Time team. Ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability. Coordinates studies & implements new processes / procedures. Oversees the activities of team members focusing in delivering service & support to Clients. Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely. Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met. Exposure to upper management continues to heighten with increased direct and indirect associated deliverables & responsibilities.

Essential Functions 

• 95% - Responsible for managing Global process & procedure design and implementation for both operational and technical applications / softwares / etc. ... Develops operational standards and ensures successful deployment for center level support teams. Identifies efficiencies through process management. Drives accountability and responsibility within the WFM groups. Delivers on agreed upon service levels & KPIs. Coordinates with the WFM System Admin team implementation of new WFM modules, upgrades, and enhancements. § Drives strong financial planning and financial acumen to ensure itel is being as profitable as possible from a Capacity Planning, New Hire Labor Acquisition, Attrition, and many other key financial driver perspectives § Develops and maintains and delivers upon Service Level Agreements for internal and external customers § Provides interdepartmental coordination and facilitation of core/key processes § Develops strategic operating plan for WFM, encompassing staff planning and development, systems support and adaptation to changing environments

• 5% - May perform other related duties and responsibilities as assigned and/or required

Job Qualifications Skills, Knowledge & Abilities: 

• Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers.
• Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions
• Skill in establishing & maintaining effective working relationships o Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required
•  Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations
• Advanced analytical & problem-solving skills 
• Able to work independently with efficient time management skills
• Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.… is a required
• Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc….is a required
• Ability to adapt to changing priorities, meet deadlines & work well under pressure
• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Client, to Agents, etc. …
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority

Education Or Formal Training:

• High School degree or GED is the minimum
• Associate degree or bachelor's Degree from a certified College or University is strongly recommended

Experience:

• Five (5) or more years minimum experience is required within a WFM role and/or other Contact Center roles
• Prior Supervisory experience of two (2) years minimum is a required

Working Environment/Physical Activities:

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; & talk & hear. The employee is occasionally required to reach with hands & arms & stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, & the ability to adjust focus.

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Job Title: Safety & Security Supervisor

Position Purpose: 

The position of surveillance officer consists of patrolling and protecting property against theft, vandalism, terrorism and illegal activities; discreetly following a target and collecting and analyzing information 
related to monitoring activities. Responsibilities also include preparing reports of operational activities and meticulously describing one’s own movements and use of time. 

Responsibilities and Duties

● Ensured public safety while providing excellent customer service.
● Using different approaches and techniques to observe without being noticed; 
● Observing the activities with audio and video equipment; detecting irregular activities; 
● Adjusting and operating electronic equipment used to record activities
● Assist security with reviews of events that occur 
● Watch for irregular or unusual conditions that may create security concerns or safety hazards.
● Communicate and enforce compliance with employees while emphasizing company standards of professionalism and safety.
● Maintain a safeguard for the company assets, protect all guests and team members.
● Protect company assets by observing the activities of employees and customers via surveillance cameras.
● Submit written and verbal reports of improper activity or suspicious behavior to the Security Manager. 
● Produce and maintain accurate detailed Surveillance Incident Reports and Daily Activity Log entries as situations warrant.

Key Performance Indicators

● Conducted both internal and external investigations to ensure the protection of company assets.
● Monitored CCTV s, provided security escorts, entrance accessibility, and motorist assistance.
● Monitor for criminal activity, safety hazards and keep an accurate file
● Taking photographs, audio and video recording; 
● Managing critical communication links between security guards, surveillance officer and law enforcement;
● Keeping a detailed log of monitoring activities and use of time (Daily, Weekly, Monthly)
● Identified safety hazards and security risks.

Qualifications and requirements

● A high school diploma or equivalent
● Computer literate 
● Prior Security experience would be an asset.
● Ability to give full attention to what other people are saying.
● Use logic and reasoning to identify the strengths and weaknesses of alternative solutions.

Skills

● Decision Making 
● Outstanding Observation 
● Time Management
● Report Writing
● Physical Strength
● Patience
● Customer Service

Work Hours

● 8 - 12hrs per day
● 5 Days Weekly
● Sunday to Saturday (24hr Operation)
● Holidays and Weekends include