Director of Operations
$80,000–$95,000 year
On-siteWinnipeg, Manitoba, Canada
Job Summary
Drive best practices across all contact center operations facets, including hiring, training, quality control, reporting, and performance optimization. Ensure proper planning, staffing, and development while executing ramp-up drives and creating action plans for continuous growth and client satisfaction. Direct audits to ensure adherence to corporate and client policies, maintaining close auditing cadence through reporting and observations. Partner with Workforce Optimization teams to deliver staffing requirements and motivate teams with incentives, fostering a collaborative culture that integrates partner standards. Manage client-specific KPIs and financials to meet Service Level Agreements with optimum quality and service.
Required Qualifications
- Post-secondary diploma or degree with a major in Business
- 7 - 9 years of experience in contact center leadership, including managing cross-functional teams
- 5 years of relevant experience in client relationship management
- Experience in analyzing/influencing profit & loss statements and performing cost analysis
- Experience with maintaining and developing operational statistics, financial management information and results reporting
- Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments
- Excellent organizational and time management skills with the ability to work under tight deadlines
- The ability and motivation to meet program and internal business KPIs
- The ability to implement change and innovation throughout teams
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