Call Centre Site Manager
360INSIGHTS
Moncton, New Brunswick, Canada
4d ago

At 360insights, our culture is driven by a simple concept happiness. We believe happiness makes for better business and a better world and we know it makes a difference in how our team serves our clients.

We are looking for a kick-ass Site Manager to join our Client Success team. Headquartered in Whitby, Ontario, 360insights has been awarded Best Workplace in Canada by the Great Place to Work® Institute and is excited to announce the opening of our second Canadian headquarters in Moncton, New Brunswick! This is your chance to join one of Canada’s fastest growing software companies and be a founding member of our Moncton establishment.

Position Summary

The Site Manager is responsible for the day-to-day management of the Moncton Operations Centre, which incorporates the 360insights Contact Centre.

The Site Manager is responsible for leading the development and implementation of all operational site strategy ensuring that performance, culture, climate, controls, and processes are aligned with corporate and client objectives.

The role works closely with corporate leadership and requires a high degree of initiative, sound judgment, and leadership.

The Site Manager improves the efficiency of operations and drives Company success by creating an energetic, enjoyable, and productive work environment for the entire operations support team.

The Site Manager exhibits high emotional intelligence with a deep understanding of business process operations, high reliability, and serves as an operational leader and mentor in the Centre.

Responsibilities

  • Act as site point of contact for all operational matters including out-of-hours emergencies
  • Ensure consistency of site service and uptime according to client SLAs between the hours of : 09 : 00-17 : 30 Saturday, Sunday, and stipulated holidays
  • Support team manager performance through daily on-the-floor training and coaching
  • Use extensive operational expertise together with policy and procedure knowledge to foresee concerns and / or inefficiencies and develop sustainable solutions
  • Work all operational hours on a rotating basis as required
  • Facilitate all site management functions including infrastructure, people management, operations, and IT
  • Invoke passion in the team and drive site culture consistent with the 360insights culture
  • Uphold the safety and wellbeing of all team members
  • Manage overall recruitment activities and site turnover and attrition
  • Interact with local community to promote the 360insights brand
  • Skills and Experience

  • Previous experience in managing contact centre(s) or BPO(s) of between 50-200 people
  • Deep understanding of client service with a strong client-first mentality
  • Advanced knowledge of contact centre services industry and best practices
  • Proven track record in people coaching and mentoring
  • Understanding of centre operations on the business, including revenue, expense and employee dynamics
  • Demonstrated experienced and knowledge of human resources and recruitment practices
  • Solution-oriented management style with a demonstrated ability to develop leaders
  • Proven analytical and problem-solving skills
  • Experience facilitating ongoing training and coaching programs to ensure an Unbelievable Experience is delivered at each contact with 360insights
  • Reputation as a champion for front line employee ideas and input to drive continuous improvement
  • Willingness to travel occasionally and as required
  • Bilingual (French) is an asset
  • Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word) having strong documentation and presentation skills
  • Compensation Package Includes :

  • Competitive Salary
  • Comprehensive Benefits Package
  • Flexible Vacation
  • RRSP Matching Program
  • Stock Options
  • Tuition Reimbursement Program
  • Wellness Reimbursement Program
  • On Site Gym
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