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Job Title: Contact Center Operations Manager, Sales

Job Description The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Role duties:

  • Ensures delivery of KPIs/Targets set
  • Uses KPIs to drive performance improvements while planning contingencies
  • Delivers on Client requirements as well as the targets set by the business
  • Plans Staff development through individual development plans which incorporates a wide and diverse range of tools
  • Develops key interfaces/interaction with internal/external stakeholders - Understands/has an appreciation of what other stakeholders need to perform
  • Builds effective relationships with HR, Quality, Client Services, Recruitment, Training, and IT to achieve Operational results

ESSENTIAL FUNCTIONS/CORE RESPONSIBILITIES

  • Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
  • Ensures program has proficient training, staff development, and effective employee relation/recognition programs
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Ensure that the operations is in compliance with active contracts
  • Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
  • Partnering with Business Development to leverage and expand new business from client(s)
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
  • Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
  • Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
  • Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events

Skills

  • Understands the bigger picture & demonstrates analytical skills
  • Uses collaborative working and builds long-term relationships
  • Manages people as individuals, recognizes success and challenges team
  • Demonstrates drive and credibility and has the ability to inspire other people
  • Remains calm and positive when others are getting stressed
  • Doesn't take things personally when faced with negativity
  • Track record of negotiating successfully
  • Understands others' point of view
  • Understands how to attain Headcount/Revenue/Revenue per seat targets
  • Understands Cost of Churn, UA, Contribution and Performance impacts
  • Demonstrates budget awareness - Salary & Commissions
  • Influences through increased exposure, taking on new Projects that involves working closely with other stakeholders

External Experience/Skills required:

  • Ideally have a minimum 2 years+ experience gained at a similar level within the Call Centre/Contact/Outsourcing Industries managing headcounts of 80 - 100+
  • Excellent people management and communication skills
  • Demonstrable strong commercial awareness preferably driving Revenues/Fixed Costs/Headcounts
  • Extensive experience of achieving proven results against KPIs; SLAs and Budget requirements
  • Extensive experience of managing multiple business relationships
  • Analytical and problem-solving skills
  • Strong organisational aptitude and proven time management skills
  • Approachable and flexible attitude to work
  • Extensive knowledge of Microsoft packages
  • Demonstrate leadership skills
  • Ideally qualified or working towards a qualification in Call Centre Management
  • Presentation skills
  • Motivated, pro-active, and enthusiastic
  • Good understanding of Inbound and Outbound telephone systems

Why You Should Choose a Concentrix Career:

Our Culture

  • You join a team:
fanatical about our clients and staff
  • with high integrity with exemplary character
  • tenacious in our pursuit of excellence
  • who values knowledge, openness, and transparency
  • with contrarian views on how to run a business
  • who are bold in our decisions and
disruptive in the marketplace
  • that invests in the future
  • where all contribute and are one Concentrix.

How We Operate - Three principles guide the way we operate as a business

  • Visibility throughout the organization allows us to quickly see and address problems and opportunities
  • Velocity let's us quickly adapt to and anticipate changes in the marketplace and in our clients' businesses
  • Value to our staff, clients, and shareholders is considered and upheld in all we do.

Career Framework Role

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location: CAN Mississauga - 6725 Airport RD

Language Requirements:

Time Type: Full time

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