WATERLOO | Operations Manager

WATERLOO | Operations (Level I) Manager

Company Summary:

We design, build, and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 63,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient, and agile – all pulling together as One Team. It is the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction.

Overall Responsibilities:

• Lead, manage and develop supervisors through interactions and motivation.
• Foster a culture of team spirit and hospitality.
• Highly visible and accessible to team via floor presence.
• Perform supervisor duties as required.
• Take care of administrative supervisor related functions.
• Effectively manage attendance/absenteeism.
• Attrition risk management (alert, communicate and mitigate any potential risk).
• Manage and deliver operational results in accordance with service delivery scorecard.
• Recognize and advance Talent.
• Drive the selection process for team members.
• Own the end-to-end employee lifecycle for those assigned.
• Drive process improvement by recognizing, communicating, and acting on opportunities.
• Embody and reinforce an Majorel-values-based culture.
• Effectively and efficiently manage resources to optimize operational results.
• Make decisions based on full awareness on direct operational cost and revenue implications.
• Align and collaborate with other functional areas.
• Ensure stakeholder communication and/or management.

• Evaluate daily key performance indicators and develop improvement needs.
• Coordinates with leadership to interface with client and handle account management issues.
• Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
• Continually evaluate Automatic Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives.
• Conduct performance appraisals for direct reports.
• Establishes performance objectives for supervisors and direct reports.
• Conducts open forums and team meetings to communicate productivity and performance goals and to motivate employees.
• Interacts and consults with HR and Training on matters of recruiting, hiring, and training, performance, and employee relations issues.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Work with Quality Assurance and clients to meet quality standards.
• Achieve established production hours and revenue goals and minimize lost revenue opportunities by managing absenteeism, attrition, and production stoppages.

Job Requirements:

• Experience with forecasting/scheduling and related software packages.
• Proven ability to manage people, processes, and technology.
• Analytical thinker and tactical implementer.
• Experience in developing a team in a contact center site, while meeting all operational and financial objectives.
• Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational, and financial elements. Demonstrated experience coaching and developing individuals.
• Ability to influence and motivate others.
• Superior written and verbal communication skills.
• Excellent leadership and developmental skills
• Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
• Must have strong technical, project management, implementation, and process improvement skills.
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities.

Education/Experience:

• 5-7 years call center experience.
• Minimum 3-5 years managing operations in a call center environment.
• Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
• Experience in a leadership role in a large contact center setting with extensive client and senior management interface.

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers, and symbols as well as hand/eye coordination. The employee regularly sits for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee extensively uses office equipment. Employee will extensively use a computer for extended periods of time. The employee must occasionally lift and/or move up to ten pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities          

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity, or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.