Director Call Centre Customer Care & Sales

at  Nordia

Aperçu:
Every day, thousands of us at Nordia are building trusted connections and advanced solutions to deliver outstanding customer experience for leading brands across Canada.
You are a seasoned operations management leader? You are all about achieving the highest level of efficiency by balancing costs, ensuring quality, and engaging employees? If you like to stay on top of the trends in operations management and you’re looking for a stimulating career that will allow you to put your best practices to good use, then we’ve got an excellent career opportunity for you at Nordia. You will have the chance to join a dynamic team of innovators and manage day-to-day operations of our contact centre in Moncton (hybrid position).
As a Director of Operations, reporting to the Vice President, Operations, you are accountable to develop plans, budgets and objectives that balance and provide great customer service, satisfied employees, effective productivity, and generate revenues. You are responsible for the development and motivation of call center employees; to ensure the attainment of financial, revenue and service objectives defined for the business. You have strong business acumen for sales and retention call types.

Responsabilités:

• Direct, coordinates and controls the activities of the Management. Establish the objectives and ensure the development of the policies and procedures attached to the various activities. Plan and manages the operational budget.
• Enable the development of the human resources available under his/her management. Enable good communication to the employees and amongst themselves. Stimulate the development of each resource and ensure they respect the corporate values. Support the work teams under his/her management and with other internal and external teams.
• Ensure the operational processes and procedures are maximized to maintain balance between the quality of the service offered to the customers and the profitability of the company
• Establish and recommend objectives and strategies for all activities pertaining to the operations, ensure workforce planning is adequate.
• Implement control mechanisms and makes all necessary follow-ups to ensure the success of activities meet established standards of service to the customer.
• Participate in Management Meetings and to the different project committees under his/her management.
• Establish and maintain business strategies with the other Nordia Directors and also with our customers, partners and suppliers.

Qualifications:

QUALIFICATIONS AND LEVEL OF EDUCATION

• University degree in Business Administration or equivalent
• 5 to 8 years of proven experience in operations management, operational process development and/or workforce management
• Strong ability to understand client business priorities, issues and people impacts
• Demonstrated ability to create and build multiple partnerships
• Strong communication and interpersonal skills
• Strong requirement to understand key Client customer satisfaction drivers & present opportunities for improvement in process, policies and practices back to the Client
• Bilingualism is an asset

SKILLS AND SOUGHT COMPETENCIES

• A passion for innovation beyond the status quo
• Ability to empower
• Coaching
• Communication skills
• Ability to manage change
• Effective management of teams
• Engagement to the attainment of objectives
• Result oriented.
• Decision maker
• Commitment
• Customer oriented.

Please refer the Job description for details