Contact Centre Operations Manager Jobs

The creation and management of Knowledge Articles.

Bachelor’s Degree in a related field (e.g., Education, Business); or Bachelor’s Degree combined with relevant experience.

Collaborating with project teams on sprint transitions, creating knowledge articles, and training plans for incoming transitions.

Create knowledge checks to assess the trainee’s understanding of the material and readiness to perform the duties of the role.

Experience in Contact Centre Training, coupled with expertise on training on Contact Centre Telephony and CRM systems.

Strong knowledge of Adult Learning Principles and training delivery methods.

Highly organized with proved project management abilities

Communicate the status of the operation process with senior management and onsite customers

Previous experience as a Data Centre Facility Manager a must

Superior analytical, planning and problem resolution skills Knowledge of Company Services and operations structure and support operations.

Identify any vulnerabilities while overseeing 3rd Party Critical Facilities onsite team

Manage Customer Relationship and act as escalation point of contact for the company at this site

• Experience in dealing with sophisticated problems and quick turnaround requirements in a fast paced environment

• Broad knowledge of Unified Communication, Contact Centre systems, Telephony System and IVR System

• Exceptional written and verbal communication skills, organizational skills, and attention to detail

• Some Financial experience and understanding of IT contracts a strong asset

• Coordinate installations, configurations, and maintenance / upgrades with third-party vendors

• Degree in Computer Science, Computer Engineering or Information Technology

Determines responsibilities of assigned organization and staff positions to accomplish business objectives.

Have warehousing experience: 5 years (Preferred)

You have proven leadership, problem solving and team building skills

You have excellent communication skills (verbal, written and group presentation skills)

You enjoy working with computers and have intermediate knowledge of Microsoft Office and Excel

You have a strong Workplace Health and Safety background; WSIB and First Aid Certification (Preferred)

Responsible for developing and executing a revenue management strategy to increase the financial performance in the aquatic centre

Establishes and monitors attendance management goals within the group; meets with employees to address and resolve attendance problems.

Responsible for overseeing the patron / customer experience and developing a system for tracking / evaluating this process.

Develops and implements new programs utilizing the aquatic centre training facilities in conjunction with the Manager, Aquatic Programs.

Ensure day to day operations are consistent with mandate, structure, resources and revenue requirements of the unit.

Liaises with community stakeholders and local enforcement agencies (RCMP, Fire, Campus Security, etc) to ensure effectiveness of event operational plans.

Minimum of 5 years related experience with progressive responsibilities; including a minimum of 3 years in a management or supervisory capacity

Solid track record of strong execution and logistical skills, including effective time management

Supervises administrative and support staff including performance management

$75,000 - $85,000 per year depending on experience and qualifications

Previous experience with and knowledge of women's reproductive health issues preferred

Strong technology skills and experience

Relevant Experience in a Management-Leadership Role - direct management responsibility for 5-8 security technical staff

Requires vendor management and working with Supply Chain to ensure pricing structures, vendor governance and risk management practices are adhered to.

Further developing and operationalizing the organizations vulnerability management program, patch management program and penetration testing program.

Security Incident Management: Accountable for security incident management and managing an on-call schedule 7 x 24 x 365.

Ensure effective response processes and management of security events, incidents, emergencies, and crisis to timely conclusion.

Participate in mock drills and simulations for security incident management.

Experience: 1 year retail or sales specific management experience

Support sell-through management by ensuring accuracy of inventory counts and coordinating labor hours to efficiently receive product deliveries.

Implement the Store Manager’s Operations vision for the store and cascade to team members.

Plan and prepare weekly team member schedule according to labor requirements, availability, and budget considerations.

Collaborate with team members to ensure an optimal guest experience that values guests’ time and supports store operations.

Leadership role indirectly responsible for subset of store employees as delegated by Store Manager

Manages and implements projects through all phases of the project management life cycle within accepted standards and deliverables.

Makes presentations and provides advice to senior management on project status.

Manages the financial resources for their area of responsibility on the major project.

Related experience must include all of the following:

Develops and implements project work plans that defines scope, key deliverables and milestones.

Ensures strategic initiatives are implemented in the project.

Proven project management skills and demonstrated experience in risk management.

Develops management plans to implement technical data collection and permitting initiatives.

Actively supports the management of procurement activities (e.g., RFPs, proposal evaluations, and contracts).

Makes presentations and provides advice to senior management on project status.

Bachelor of Engineering degree and significant related experience in the delivery of large multi-disciplinary projects, or the equivalent experience and education.

Manages financial resources, determines project scope, defines deliverables, and develops project charters to align with the direction of the program area.

Excellent Analytical,Leadership & Time management skills

Manage and motivate teams to achieve individual and team targets and associated KPIs.

Maintain a thorough knowledge of groups products and services throughout the team.

Previous experience in a Contact Centre leadership role.

Excellent written and verbal communication skills

Knowledge of financial and budgetary principles