Secure Facility Manager

LXT; Mississauga; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Secure Facility Manager to oversee site activities and team performance in Mississauga. This role involves ensuring compliance with client requirements, optimizing service delivery, and fostering a high-performance culture. You will lead a dedicated team, set operational objectives, and engage with stakeholders to drive success. If you have a strong background in operational management and team leadership, this is a fantastic opportunity to make a significant impact in a dynamic environment. Join a forward-thinking company that values its employees and strives for excellence in service delivery.

Qualifications

• 5+ years in a similar role, preferably in transcription, BPO, or call centers.
• Experience in managing call center operations is essential.

Responsibilities

• Set performance targets and monitor service delivery to meet objectives.
• Oversee team activities and ensure high-performance levels.

Skills

Team Leadership

Operational Management

Conflict Resolution

Performance Management

COPC Certification

Lean Six Sigma Green Belt

Transcription Knowledge

Job description

Job description

A Secure Facility Manager is responsible for all site activities including people and function management.

He/she ensures that site activity and actual expenditures are according to the plan and that security measurements are met and the site is compliant with client requirements.

Duties and Responsibilities

• Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs.
• Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff.
• Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items.
• Optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives.
• Follow the implementation approach for any new scope or change of scope required by the client.
• Maintain an updated practice of COPC approaches and standards and follow up on the implementation.
• Record statistics, user rates, and the performance levels of the center and prepare reports.
• Oversee all the activities of your own team to ensure high-performance levels and efficient implementation.
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.
• Set the operational objective of the assigned projects (Transcribers, Team Leaders, and other site support staff).
• Handle and resolve conflicts efficiently.
• Support the team in challenges and inquiries.
• Act as a liaison and support the team during their engagements with other departments and functions.
• Create and maintain comprehensive project documentation.
• Establish and maintain relationships with internal & external stakeholders.
• Manage a team of leaders, assign tasks, and monitor performance.
• Ensure daily/weekly actual performance meets the forecast/plan.
• Ensure site-level people engagement and satisfaction.
• Ensure secure facilities policies are in place and maintained.
• Ensure the team is kept up to date with their performance and any changes that impact them or their projects.
• Perform regular monthly, weekly, and daily meetings to ensure site governance and high-performance standards.
• Own unexpected situations and be able to come up with solutions for solving problems when they exist.

Skills and Qualifications

• 5 years of experience in a similar role is a must, preferably in transcription, BPO, or call centers.
• Experience as a Call Center Manager/Operations Account Manager.
• COPC Certified, Lean Six Sigma Green Belt & Operational Certifications are a plus.
• Proficiency in leading both direct and virtual teams.
• Operational ability in a diverse, large-scale environment.

Work conditions:

• Work from office in Mississauga, Ontario.
• Full-time Shift.

Beginning: ASAP

Number of positions - 1

Job Location: Mississauga, Ontario

Additional information:

LXT is an equal opportunity employer and ensures that no applicant is subject to less favorable treatment on the grounds of gender, gender identity, marital status, race, color, nationality, ethnicity, age, sexual orientation, socio-economic status, responsibilities for dependents, or physical or mental disability. Any hiring decision is made based on skills, qualifications, and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society, and the planet.

For more information about LXT please visit our site: https://www.lxt.ai/