Operations & Client Success Manager - Newmarket, Canada - Oomple

Oomple
Oomple
Verified Company
Newmarket, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Our top utility solutions client on the Oomple platform is seeking a highly motivated Manager to oversee the daily operations of their PowerAssist and SecureAssist services.

As a Manager, you will be responsible for effective resource planning and staffing strategies, maintaining strong client relationships, and providing exceptional customer service.


Knowledge:


  • Knowledge of electrical distribution operations and outage management practices
  • Knowledge of security monitoring operations and technology
  • Advanced knowledge of the Employment Standards Act
  • Intermediate knowledge of PIPEDA, MFIPPA or equivalent
  • Knowledge of the Ontario Electrical Safety Code
  • Knowledge of the Ontario Distribution System Code telephone accessibility metrics
  • Knowledge of the Ontario Energy Board reporting metrics

Responsibilities:


Production and Operations:


  • Establish and continuously manage shift patterns in line with operational requirements and assign staff to work schedules
  • Effectively manage change through customer and staff engagement. Support and lead the ongoing service optimization efforts.
  • Provide people leadership and direction through coaching, development, performance management, and resource planning.
  • Develop and maintain process documentation to ensure it is always current.
  • Seek opportunities for process improvement and client service improvements and implement changes.
  • Establish and continuously review goals and key performance metrics.
  • Manage departmental performance through the monitoring of progress on established goals and key performance metrics.
  • Ensure ongoing training of employees on new processes and procedures or when onboarding new clients.
  • Maintain statistics, user rates, and performance levels of PowerAssist and SecureAssist and prepare reports by collecting, analyzing, and summarizing data and trends.
  • Review the profitability of the existing contractual commitments and identify ways to deliver services in an efficient and effective manner.
  • Participate in the recruitment and selection process and provide orientation and training for new hires.

Customer Success:


  • Act as the main point of contact with clients regarding services, investigate and resolve client concerns.
  • Participate in regular discussions with clients regarding service offerings, processes, and customer service improvements.
  • Promote all contact center technology features to existing clients (e.g., Webchat)
  • Implement client changes and ensure documentation reflects updated operational requirements.
If you are a passionate leader who thrives in a fast-paced, technology-driven environment, we want to hear from you.

Join our client's team and make a difference in the lives of their clients by providing exceptional service and innovative solutions.


Job Types:
Full-time, Permanent


Salary:
$85,000.00-$100,000.00 per year


Benefits:


  • Dental care
  • Extended health care
  • Paid time off

Schedule:

  • Monday to Friday

Work Location:
Hybrid remote in Newmarket, ON
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