PURPOSE:

The Senior Operations Manager is responsible for the overall operation of a program and the development, guidance and direction of Contact Centre staff. The incumbent is an experienced and well rounded “hands on” leader with a focus on driving operational performance, and continuous improvement initiatives. The Senior Operations Manager will have multiple direct reports and will be responsible for the overall performance of the Contact Centre Associates designated to their program.

The Senior Operations Manager will impart the coaching methodologies behind the company’s leadership program (LEAD) to members of their Operational department and will mentor team members as they adopt behaviour changing LEAD principles that produce results.

REPORTS TO:

This position reports to the Site Director or Program Director.

RESPONSIBILITIES:

• Provide leadership, coaching and development to team members using the principles defined by the LEAD program
• Enhance site level bench strength by hiring, coaching and mentoring direct reports; providing career development and professional growth
• Assist with needs analysis activities in concert with Quality and Training professionals within the site to identify training opportunities that support continuous performance improvement and career development goals
• Conduct performance reviews on direct reports
• Provide regular feedback and support regarding site level performance in critical areas such as P&L, KPI, company policy and procedure adherence, and client and employee satisfaction
• Proactively create, implement and lead site improvement efforts that produce successful results in the aforementioned areas
• Establish and communicate client and internal strategies and key performance indicators to the site’s management team
• Preparing and/or reviewing monthly and quarterly client summary reports
• Participate in scheduled performance meetings with client
• Serve as an effective business partner to multi-site clients working in conjunction with peers to achieve mutual goals
• Budgetary and P/L responsibility within program
• Actively participate in the site’s Occupational Health and Safety and Better Relations Committees
• Be an active member of the community and be able to act as a role model within the company
• Special projects as assigned

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

QUALIFICATIONS:

• The qualified candidate will possess a Bachelor’s Degree or equivalent combination of education and experience
• 4-5 years of progressive responsibility in a Contact Centre environment
• A comprehensive understanding of Contact Centre operations and Contact Centre solutions
• Proven project management and planning skills - successfully manage multiple projects simultaneously
• Demonstrated partnership with multi-functional departments such as IT, Training, Recruiting and HR
• Strong organizational, analytical, leadership, interpersonal and time management skills
• Extensive knowledge and experience in complex people management
• Extensive experience with all Windows platforms, Microsoft Office, internet, etc.
• Able to work in a 24 hour a day, 365 days per year environment
• Flexibility, versatility and proven ability to lead change
• Sound fiscal management skills in a P&L environment
• Excellent verbal and written communication skills
• Excellent leadership and interpersonal skills
• Effective facilitation and presentation skills
• Minimal amount of travel required
• Clear criminal record check required
• Credit check may be required