24-7 Intouch Contact Centers Winnipeg, MB, Canada
23 Apr, 2018Permanent - Full time
Job Description ABOUT THE JOB: The Operations Manager directs and manages all operational activities in assigned areas and contributes to the sites overall strategic direction. Their primary responsibilities being full execution of day-to-day business needs, including staffing, KPIs and Service Levels, and coaching and development. ESSENTIAL FUNCTIONS: Ensures proper planning, staffing, and direction of the operational functions of the division Reviews all operations performance daily to ensure optimal production is reached Manages and supervises production staff Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel Maintains and develops pertinent operational statistics, financial management information, and results reporting Responsible for ramp-up drives/goals for the call center Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service To develop and deploy motivational/incentive schemes on the floor To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement To authorize and coordinate changes in staffing schedules through the Operations Support team To participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program JOB REQUIREMENTS A minimum of 5 years of experience in the contact center industry At least 3 years of experience in an operations management role, including cross-functional teams/groups Post-secondary diploma or degree with a major in Business Experience in client relationship management and front-line supervisor development Excellent communication skills; listening, verbal and written Excellent organizational and time management skills Experience with maintaining and developing operational statistics, financial management information, and results reporting Company Description 24-7 Intouch has over 17 years of experience delivering customized multichannel engagement to Fortune 500 companies. As an organization focused on offering the best people and technology, we are committed to process improvement and leveraging valuable consumer insights to increase first contact resolution, customer satisfaction, average order value and decrease the overall cost per interaction. We are dedicated to building transparent, long-term relationships by providing flexible outsourced contact center solutions and embracing our clients' culture to deliver a world class customer experience. We strive to create an exceptional interaction with every customer contact by delivering responsive customer engagement solutions.