A regional organization is currently seeking an Operations Manager to manage asset utilization to ensure quality customer service and operations profitability, among other duties. He is also the main point of contact of the operations while on shift, managing internal (staff) and clients.
JOB DESCRIPTION:
Able to work in the office regularly and to work extended hours, weekends, and holidays, as needed.
Able to multitask and manage multiple assignments at one time.
Able to exchange accurate information in-person, via email, and via telephone in a fast-paced environment.
Acts as a POC for clients and operations staff.
Able to concentrate in an active office environment (80% of the time phone calls are active)
Able to think independently and exercise discretion and good independent judgment related to productivity, safety, and professional conduct.
Demonstrate initiative, ownership of problems, and organization. Demonstrate ability to maintain composure in stressful situations.
Demonstrate ability to process information quickly and to act on that information in a professional manner.
Evaluate individual performance reviews and overall team effectiveness with upper management.
Determines operational strategies by evaluating team results and objectives.
Meets financial targets by estimating performance requirements and preparing annual budgets.
Presents monthly and annual BPO action Plans and objectives.
Able to supervise the employees working under your shifts. Must exercise auditing skills to verify outputs of the employees reporting under your shift to ensure 100% accuracy or deliverable (reports, client, and internal stakeholders communications, etc.)
Main responsible for the operations while on duty. Intern.
Must comply with all the reporting and communications protocols and requirements necessary for this position.
Qualifications:
3+ years of related work experience working in a call center, hospitality environment, or management role.
5 successful passes or more at CSEC or equivalent.
Degree in Business Management or Similar Field
COPC Training or successful completion would be an asset
Ability to work in a fast-paced environment.
Ability to multi-task (>80WPM Typing Speed w/ at least 95% accuracy).
Excellent computer and administrative skills
REF#EI03031
