BPO Operations Coordinator

Global Excel Management Inc; Windsor; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading company in Windsor is seeking an Operations Coordinator to manage BPO operations effectively. The role involves ensuring compliance with operational requirements, enhancing service delivery, and facilitating communication between stakeholders. Ideal candidates will have strong analytical skills and experience in operations management. The company offers competitive compensation, benefits, and opportunities for professional development.

Benefits

Competitive compensation package

Performance bonus

Extensive benefits

RRSP Match program

Financial assistance for continuing education

Health and wellness initiatives

Employee engagement programs

Qualifications

• Minimum 2 years of experience in Operations Management or related fields.
• Strong understanding of healthcare industry and client SLAs.

Responsibilities

• Oversee daily BPO operations focusing on delivery and quality.
• Coordinate process and procedure document creation.
• Evaluate opportunities for operational excellence.

Skills

Communication

Critical Thinking

Analytical Skills

Process Management

Vendor Management

BPO Management

Project Management

Operational Excellence

Team Coordination

Education

College Diploma

Bachelor’s Degree

Tools

Microsoft Office Suite

Power BI

Job description

Are you a person with very strong communication and critical thinking skills? Are you process and goal oriented and possess strong analytical skills with a data-driven mindset? Are you interested in working in a multilingual, dynamic, and friendly environment that encourages personal and professional development? We would love to meet you!

As an Operations Coordinator for our BPO office, you will ensure ongoing operational activities are managed effectively and comply with established requirements, expectations, and timelines. You will take ownership of communications with the BPO site and play a pivotal role in identifying gaps in collaboration with the BPO site, Operations Team Leaders, or the BPO Director within current and future activities, systems, or processes, and recommend solutions for operational and service excellence. You will also facilitate the implementation of solutions with the BPO site within expected timelines and budgetary constraints, ensuring that the integrity of operational implementations and the efficiency of the department are maintained or enhanced.

What does your typical day look like?

1. Assist and monitor service delivery progress;
2. Liaise with internal stakeholders and BPO site to enhance service delivery;
3. Oversee daily BPO operations, focusing on delivery, quality, and performance metrics;
4. Monitor inventory management and coordinate resource allocation with BPO site, escalating risks to stakeholders as they become known;
5. Facilitate the implementation of audit programs for applicable activities by liaising with QAC and BPO site;
6. Support the Operational leadership team, ensuring support for initiatives and implementations;
7. Coordinate process and procedure document creation;
8. Establish proactive communication between BPO site and Operations regarding backlogs, processing delays, and SLA breaches;
9. Coordinate with BPO site and Operations Leadership to develop meeting agendas, distribute them in advance, attend meetings, record agreements & action items, and follow up accordingly;
10. Participate in production activities as needed;
11. Coordinate and participate in training, onboarding, and quality assurance initiatives;
12. Evaluate opportunities for operational excellence by critically assessing current systems and processes, identifying gaps, trends, and opportunities for improvement;
13. Research, analyze, and recommend system and process improvements to increase quality and efficiency.

What skills and training do you need?

1. College Diploma or bachelor’s degree in a related field;
2. Minimum 2 years of experience in Operations Management, Vendor Management, BPO Management, Process Management, or Project Management;
3. Strong understanding of the healthcare industry, operational processes, and client SLAs;
4. Proficiency in Microsoft Office Suite and reporting tools such as Power BI;
5. Preference for those with AGILE Project Management experience;
6. Strong verbal and written English communication skills; Hindi and Telugu are assets.

When you apply :

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

We offer you

• Global Excel offers more than a position;
• Competitive compensation package including base salary, performance bonus, and extensive benefits;
• Opportunities for development, growth, and advancement;
• RRSP Match program;
• Financial assistance for continuing education;
• Work/life balance, health, and wellness initiatives including an EAP program;
• Employee engagement programs focusing on fitness, food, and fun.

To learn more about our company and culture, visit our Facebook page and website.