Location : Toronto, ON
Employment Status : Full-Time
Salary : TBD based on experience
Operations Manager, Inbound (Call Center)
SinglePoint has been providing specialized call center services to North American businesses since 1947. Single Point Group International Inc.
is the holding company for our recognized industry leading brands, which include : Credit Bureau of Canada Collections Inc.
CBCC) and Collection Group of Canada Inc. (CGC).
Position Overview :
Our client is currently looking for an Operations Manager to oversee the Inbound Call Center. This role will have 2-3 direct reports and will be responsible for approximately 30-40 agents.
Determines call center operational strategies by conducting needs’ assessments, performance reviews, capacity planning, and cost / benefit analyses;
identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-
service standards; contributing information and analysis to organizational strategic plans and reviews.
Highly engaged with our clients and provide weekly KPI performance reviews for client programs
Provides leadership by developing, coaching, and mentoring direct reports
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans;
performing system audits and analyses; managing system and process improvement and quality assurance programs.
Accomplishes call center human resource objectives (in partnership with HR) by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees;
administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions;
planning and reviewing compensation actions; enforcing policies and procedures.
Develops short / long term goals and succession plans for his / her direct reports.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures;
analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Provide consistent, visible, timely, and effective communication and follow ups of team goals and objectives.
Evaluate call center processes and procedures; suggest and implement methods to minimize labor costs and to improve operations, efficiency, and service to internal and external customers.
Assist in the development and implementation of Standard Operating Procedures (SOPs) for all call center functions.
Participate in all daily, weekly, and periodic work / management meetings with peers and senior operations leadership.
Experience / Qualifications :
Business Degree (or equivalent experience) with 5+ years progressive experience in a customer service and / or call center environment including 3+ years managing supervisors.
Strong understanding of contact centers, ideally in the Energy, Home Services or HVAC industries.
Bilingualism (English / French) is an asset
Demonstrated strengths in teambuilding and leadership
Solid experience in coaching, mentoring, training, and staff development
Sound understanding of key financial, and operational drivers affecting business
Experienced in succession planning with direct reports (supervisors)
Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively
Able to meet deadlines and must be detailed orientated
Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at various levels across the company and customers
Demonstrated ability to work well with cross-functional groups
Demonstrated ability to communicate difficult or sensitive information tactfully
Ability to manage multiple priorities in a fast-paced, evolving work environment; self-starter with high degree of initiative, urgency, and follow through