Jobs
>
Kitchener

    Call Center Operations Manager - Waterloo, Canada - Equest

    Equest
    Equest Waterloo, Canada

    5 days ago

    Equest background
    Description
    WATERLOO | Operations (Level I) Manager

    Company Summary:

    We design, build, and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real 'Majorel difference' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient, and agile - all pulling together as One Team. It is the only way to deliver the total reliability and digital transformation necessary in our constantly changing world .

    Position Summary:

    The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction.

    Overall Responsibilities :
    • Lead, manage and develop supervisors through interactions and motivation.
      • Foster a culture of team spirit and hospitality.
      • Highly visible and accessible to team via floor presence.
      • Perform supervisor duties as required.
      • Take care of administrative supervisor related functions.
      • Effectively manage attendance/absenteeism.
      • Attrition risk management (alert, communicate and mitigate any potential risk).
    • Manage and deliver operational results in accordance with service delivery scorecard.
    • Recognize and advance Talent.
    • Drive the selection process for team members.
    • Own the end-to-end employee lifecycle for those assigned.
    • Drive process improvement by recognizing, communicating, and acting on opportunities.
    • Embody and reinforce an Majorel-values-based culture.
    • Effectively and efficiently manage resources to optimize operational results.
    • Make decisions based on full awareness on direct operational cost and revenue implications.
    • Align and collaborate with other functional areas.
    • Ensure stakeholder communication and/or management.
    • Evaluate daily key performance indicators and develop improvement needs.
    • Coordinates with leadership to interface with client and handle account management issues.
    • Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
    • Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
    • Conduct performance appraisals for direct reports.
    • Establishes performance objectives for supervisors and direct reports.
    • Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
    • Interacts and consults with HR and Training on matters of recruiting, hiring, and training, performance, and employee relations issues.
    • Demonstrate sound judgment and fairness when administering policies and procedures.
    • Work with Quality Assurance and clients to meet quality standards.
    • Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.
    Job Requirements:
    • Experience with forecasting/scheduling and related software packages.
    • Proven ability to manage people, processes, and technology.
    • Analytical thinker and tactical implementer.
    • Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
    • Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational, and financial elements. Demonstrated experience coaching and developing individuals.
    • Ability to influence and motivate others.
    • Superior written and verbal communication skills.
    • Excellent leadership and developmental skills
    • Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
    • Must have strong technical, project management, implementation, and process improvement skills.
    • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
    Education/Experience:
    • 5-7 years call center experience.
    • Minimum 3-5 years managing operations in a call center environment.
    • Bachelor's degree in Business, Finance, Management or a related field or equivalent work experience.
    • Experience in a leadership role in a large contact center setting with extensive client and senior management interface.
    Physical Demands & Work Environment:

    While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers, and symbols as well as hand/eye coordination. The employee regularly sits for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee extensively uses office equipment. Employee will extensively use a computer for extended periods of time. The employee must occasionally lift and/or move up to ten pounds.

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

    Standard General Security Roles and Responsibilities
    • Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement.
    • Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
    • Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity, or availability of Information assets as per the Company's Incident Reporting Process.
    • Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
  • Société Financière Manuvie

    Operations Project Manager Intern

    1 week ago

    Société Financière Manuvie Waterloo, ON, Canada InternshipSHIP

    Nous sommes un fournisseur de services financiers qui s'emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie ...

  • Aversan

    Operations Manager

    3 days ago

    Aversan Waterloo, Canada

    **Operations Manager **to · ***work on leading edge technology products · **Location**: KWC area, ON · **RESPONSIBILITIES**: · - Manage day-to-day operations of the plant by setting daily/weekly/monthly objectives, schedules, and responsibilities and communicating those to the em ...

  • Pool Solutions

    Operations Manager

    3 days ago

    Pool Solutions Waterloo, Canada

    Job Summary: · Duties and Responsibilities: · - Develop and implement operational policies and procedures to ensure the company operates efficiently and effectively · - Manage and oversee scheduling and dispatching of pool service technicians to ensure that services are delivered ...

  • University of Waterloo

    Operations Manager

    6 days ago

    University of Waterloo Waterloo, Canada

    Overview: · The Operations Manager position is responsible for facilities management, data analysis and reporting, and business process improvement as it relates to operations of the Faculty of Arts. The purpose of this role is to manage facilities in support of the academic miss ...

  • Region of Waterloo

    Manager, Operations

    6 days ago

    Region of Waterloo Kitchener, Canada

    **Our Story**: · Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering ...

  • University of Waterloo

    Operations Manager

    1 week ago

    University of Waterloo Waterloo, Canada

    Overview: · **TERM: 4 months** · The Operations Manager is responsible for administering day-to-day operations of the Waterloo Institute for Sustainable Aeronautics (WISA). As a member of the WISA leadership team, the Operations Manager will support WISA's Directors and Associate ...

  • University of Waterloo

    Operations Manager

    4 hours ago

    University of Waterloo Waterloo, Canada

    Overview: · The Centre for Education in Mathematics & Computing (CEMC) is Canada's largest and most recognized outreach organization for promoting and creating activities and materials in mathematics and computer science and is housed within the Faculty of Mathematics at the Univ ...

  • SavvyPro Edu Inc

    Operations Manager

    5 days ago

    SavvyPro Edu Inc Waterloo, Canada

    Education: Bachelor's degree · - Experience: 1 year to less than 2 years · **Work setting**: · - Education · **Tasks**: · - Plan, organize, direct, control and evaluate daily operations · - Direct and advise staff engaged in providing records management, security, finance, purcha ...

  • Specialty Innovations and Mfg Ltd

    Operations Manager

    1 day ago

    Specialty Innovations and Mfg Ltd Waterloo, Canada

    Education: College/CEGEP · - Experience: 1 year to less than 2 years · **Tasks**: · - Develop equipment maintenance schedules and recommend the replacement of machines · - Develop production schedules and maintain an inventory of raw materials and finished products · - Hire, supe ...

  • Permitax Corporation

    Operations Manager

    1 week ago

    Permitax Corporation Waterloo, Canada

    Permitax Division - IFTA Fuel and Mileage Tax Reporting, Carbon Tax Reporting · As the Director of Transportation Tax you will primarily be responsible for reviewing, preparing, filing various government tax returns and acting as a liaison between clients and Permitax services to ...

  • Apollo Healthcare Services

    Operations Manager

    6 days ago

    Apollo Healthcare Services Kitchener, Canada

    Education: College/CEGEP · - Experience: 1 year to less than 2 years · **Tasks**: · - Allocate material, human and financial resources to implement organizational policies and programs · - Authorize and organize the establishment of major departments and associated senior staff p ...

  • HJ Machine & Pattern

    Production Manager/ Operations Manager

    6 days ago

    HJ Machine & Pattern Waterloo, Canada

    Are you an exceptional operational leader? Do you consider yourself to be an automation/robotics guru? Does empowering and developing self-directed teams in a fast-paced, growing organization sound like your cup of tea? Have you managed operational and financial KPIs? · If so, th ...

  • Manulife

    Manager, Operations Control

    1 week ago

    Manulife Waterloo, Canada

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out ...

  • opentext

    Revenue Operations Manager

    4 hours ago

    opentext Waterloo, Canada

    **OPENTEXT** · OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the ...

  • The Cadillac Fairview Corporation Limited

    Manager Operations Ii

    1 week ago

    The Cadillac Fairview Corporation Limited Kitchener, Canada

    **_Role Impact_**: · To provide management for the effective operation of CF Fairview Park Shopping Centre by directing and coordinating the efforts of the operations team and overseeing the services provided by external resources such as architects, consultants, contractors and ...

  • University of Waterloo

    Manager, Finance and Operations

    6 days ago

    University of Waterloo Waterloo, Canada

    Overview: · **Term: 14 months** · The Manager, Finance and Operations (MFO) is accountable to the Associate Vice-President, Innovation to provide financial management, operations management, and strategic planning support to WatSPEED. The incumbent is accountable for the integrit ...

  • Sun Life

    Manager, Operational Risk

    6 days ago

    Sun Life Waterloo, Canada

    You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspir ...

  • Marriott International

    Rooms Operations Manager

    5 days ago

    Marriott International Waterloo, Canada

    **Additional Information** Contract - 1 Year · **Job Number** · **Job Category** Rooms & Guest Services Operations · **Location** Delta Hotels Waterloo, 110 Erb Street West, Waterloo, ONT, Canada VIEW ON MAP · **Schedule** Full-Time · **Located Remotely?** N · **Relocation?** N ...

  • Marriott International

    Rooms Operations Manager

    5 days ago

    Marriott International Waterloo, Canada

    **Job Number** · **Job Category** Rooms & Guest Services Operations · **Location** Delta Hotels Waterloo, 110 Erb Street West, Waterloo, ONT, Canada VIEW ON MAP · **Schedule** Full-Time · **Located Remotely?** N · **Relocation?** N · **Position Type** Management · **JOB SUMMARY* ...

  • Open Text Corporation

    Revenue Operations Manager

    1 week ago

    Open Text Corporation Waterloo, Canada

    **Revenue Operations Manager**: · - Req id: Waterloo, ON, CA**OPENTEXT - THE INFORMATION COMPANY** · As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads ...