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Full-time Operations Coordinator

at Majorel Canada (Anywhere)

Rate of Pay: Salary

Position Summary:

The Operations Coordinator supports the daily operations performance of the call center team. This includes the analysis and review of the day-to-day operations

Overall Responsibilities:

  • Evaluate daily key performance indicators and identify areas of improvement.
  • Manage attendance, utilizing effective scheduling.
  • Coordinates with Account Manager to advise on operational issues.
  • Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
  • 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 to meet quality standards.
  • Prepare daily/weekly/monthly reports and distribute to Management.

 

Job Requirements:

Knowledge, Skills and Abilities

  • Experience with forecasting/scheduling and related software packages.
  • Proven ability to manage people, processes, and technology. 
  • Strategic thinker and tactical implementer.
  • Experience in supporting a team in a call center site.
  • Should possess senior management leadership abilities and skill, such as the ability to build teams and coordinate operational, organizational elements. Demonstrated experience coaching and developing individuals.
  • Ability to influence and motivate others.
  • Superior written and verbal communication skills.
  • Excellent leadership and developmental skills
  • 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:

  • 3-5 years call center experience
  • Minimum 2-3 years managing operations in a call cente4 environment
  • Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
  • Experience in a leadership role in a large call centre setting

How to Apply:

Job Developer: Krista A.

Region of Waterloo, Employment Ontario Programs 

Submit your Resume by: 

Email: EmploymentOntarioJobDevelopment@regionofwaterloo.ca   

Please add “Operations Coordinator” to the subject line

as we have multiple employers and jobs posted. 

*No paper resumes are being accepted as our Welcome Centres are currently closed to the public. Please be aware that contact may be delayed due to staffing shortages as a result of the COVID-19 Pandemic.  No in-person interviews are currently being held but phone calls and email contact may still happen.  Thank you for your patience during this difficult and challenging time. 



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Published at 24-04-2020
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