Senior Manager Operations - Call Center

We are growing. To support this exciting phase of expansion, we are seeking a highly skilled and strategic Senior Operations Manager to lead and optimize our operations in a dynamic Business Process Outsourcing (BPO) environment. This role is critical to driving performance, efficiency, and excellence as we expand our operations.

KEY AND CRITICAL RESPONSIBILITIES:

• Determines BPO operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Drive improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Managers and Supervisors ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value-added processes, or complete re-engineering of processes and systems).
• Drives continuous improvement through trend reporting analysis and metrics management; and offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are “best in field".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Ensures 100% adherence to all company policies and procedures
• Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
• Performs other duties as assigned

KEY COMPETENCIES

Knowledge & Experience

• At least five (5) years’ experience in customer service/technical support/collections/sales
• At least two (2) years senior management experience
• Experience in a BPO environment would be considered an asset
• Strong analytical skills
• Ability to adhere to deadlines
• Good interpersonal oral and written communication and organizational skills
• Must be confidential and trustworthy
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Good working knowledge of operational procedures and policies.
• Strong project management, administrative management, and organizational skills.
• Excellent leadership, good decision‐making skills and response to high‐pressure situations.
• Ability to function as an effective team member.
• Willingness to work flexible hours.

Education/Accomplishments:

• Bachelor’s degree in business administration, Project Management or related fields.
• Post Graduate diploma or professional certificate in Business Administration or related fields would be considered an asset

OTHER REQUIREMENTS:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.