Job Duties/Accountabilities:

• Responsible to lead the operations team to maximize performance and process effectiveness through a team of direct reports and interacting daily with our Customer Operations partners to achieve the common objective of driving results while delivering an excellent Customer Experience
• Develop, recommend and implement new strategies to attain and improve on key performance indicators and results, employee productivity, and quality measures across multiple domains and call types
• Interface across customer operations and cross functional partners to support various initiatives and projects
• Support training programs, positioning and process for customer contact representatives
• Report, monitor, analyze, and support executive result presentations while monitoring the overall performance of the portfolio
• Perform ad-hoc analysis and intervention to drive towards targets
• Innovate new ideas to champion the Customer Experience

Critical Qualifications/Competencies:

• Call Centre operations and performance management experience; results oriented with proven coaching skills
• Strong interpersonal skills and team focus, with ability to lead and work within immediate, extended and multi-disciplinary teams.  Ability to manage relationship with external partners, cross functional and virtual teams
• Excellent analytical skills and comfortable with managing data with sound analytical, problem solving and decision making skills
• Proven experience at developing and delivering presentations supported with data and analytics and presenting at the executive level
• Exceptional communication skills: both verbal and written
• Focused on Customer experience, creative thinker and solid adept with quantitative and qualitative analysis to drive business decisions and process improvements
• Highly motivated, proactive, self driven, dynamic and results-oriented
• Organized, detail-oriented and the ability to manage multiple projects and priorities simultaneously
• Solid knowledge of Excel and proficient in MS Office applications

  Preferred Qualifications/Competencies:

• University degree in a relevant discipline
• Experience in managing in Call Center environments
• Experience using SQL, SAS, Micro strategy, Microsoft Access or any database tool

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.