Job Title
Call Center Senior Operations Manager
Date Posted
Winnipeg, MB, Canada
Min Salary
60,000.00 CAD
Max Salary
Job Type
Full-Time Regular
Job Description
As one of the world’s leading outsourcing companies is always seeking the next generation of leaders and are currently considering candidates for a Senior Operations Manager role to drive performance and excellence for one of their Fortune 500 clients. By fostering a bold and competitive culture, our client sets the bar for excellence, both internally and within the BPO industry. We are seeking a leader who has the vision, experience, and passion to contribute to their culture and deliver extraordinary results for their clients.

The Senior Operations Manager directs and manages all operational activities in his/her assigned area and contributes to the site’s overall strategic direction. The role provides leadership at site to Team Managers, Team Leaders and Customer Service Representatives, ensuring production objectives and performance standards are met.

The Senior Operations Manager reports to all major departments at Head Office, so experience with HR, IT, and a financial background is an asset.

The location for this job is Winnipeg, MB, Canada.

Essential functions of the Call Center Senior Operations Manager:
  • Ensures proper planning, staffing, and direction of the operational functions of the division
  • Reviews all operations performance daily to ensure optimal production is reached
  • Manages and supervises operations team and large production staff
  • Ensures proficient training, staff development, and effective employee relation/recognition is achieved for all operational personnel
  • Maintains and develops pertinent operational statistics, financial management information, and results reporting
  • Supports Business Development Initiatives and contributes to the design and implementation of client marketing plans
  • Responsible for ramp-up drives/goals for the call center
  • Data Analysis, highlighting and enhancing Key Performance Indicators (KPIs) - Productivity Management
  • Meets targets on overall business level & ensuring desired Service Level Agreements are met with optimum quality & service
  • To develop and deploy motivational/incentive schemes on the floor
  • To review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  • To authorize and coordinate changes in staffing schedules through the Operations Support team
  • To participate in client conference calls, client meetings etc. regarding all operational aspects of the designated client program
Experience and qualifications of the Call Center Senior Operations Manager:
  • The ideal candidate is smart, hard-working, and loves a challenge. And is a strong leader who knows how to engage others, and be a good team player
  • A problem solver, who loves coming up with creative solutions for problems of all sizes
  • The ideal candidate would have 5-7 years experience in the call center industry with at least 5 years in a senior management capacity
  • Post-secondary diploma or degree with a major in Business, preferred
  • Experience with budgets, managing to a budget as well as reading and understanding statistics
  • The ideal candidate will have a background in client relationship management and front-line supervisor development
  • Experience maintaining and developing operational statistics, financial management information and results reporting
  • Strong Verbal and written communication skills
  • Above average Organizational and time management skills – must be able to multitask constantly throughout the work day
  • Ability to work under time constraints and meet deadlines
  • Ability to Implement Change and Innovation
  • Ability to communicate & Influence at various levels within the organization

Salary is based on experience with the intention of moving the candidate forward financially 60k to 75k Canadian
Good benefits
Relocation assistance available