Sr Operations Manager

Confidential; Hamilton; On-site; CAD 90,000 - 120,000; Full time

Job summary

A company specializing in contact center operations is seeking a results-driven Sr. Operations Manager in Hamilton, Ontario. This role involves leading operational efficiency, ensuring exceptional customer service, and mentoring a high-performing team. The ideal candidate will have significant experience in a management role, strong communication skills, and a passion for process optimization. The role requires a flexible onsite schedule.

Qualifications

• 10 years of related experience, including at least 2 years in progressive management roles.
• Call center management experience is advantageous.
• Skilled at analyzing and improving work processes.

Responsibilities

• Oversee day-to-day operations of the Contact Center.
• Ensure exceptional customer service delivery.
• Drive operational efficiency and meet performance targets.
• Lead mentorship and coaching for team members.

Skills

Effective communication

Strategic thinking

Leadership

Process optimization

Education

Bachelor's degree in a related field

Job description

We are seeking a results-driven Sr. Operations Manager to lead and oversee the day-to-day operations for a Contact Center. In this role, you will be responsible for ensuring exceptional customer service delivery, driving operational efficiency, and leading a high-performing leadership team to meet performance targets. The ideal candidate is a strong communicator, a strategic thinker, and a hands-on leader with a passion for developing people and optimizing processes in a fast-paced environment.

• Evaluate and uphold all client service agreements, initiating enhancement strategies when necessary
• Optimize revenue production to achieve financial targets, both short and long-term (e.g., data collection for billable/non-billable hours, forecasting, budgeting).
• Drive team member excellence by working with supervisors to ensure proper coaching & training is provided to team regularly
• Drive positive & effortless client experience by ensuring all processes & quality assurance practices are correctly followed throughout the departments
• Create & analyze department productivity reporting and forecasting to provide direction for improvement & recommendations for change
• Oversee and assess operational documents (e.g., attendance adherence, PFP, client scorecards, metrics management reports)
• Build and enhance relationships with client partners
• Lead and mentor direct reports, ensuring uniform application of company policies and standards; identify and execute corrective actions to achieve performance goals
• Conduct regular meetings with direct reports to evaluate personal and team performance, providing ongoing developmental coaching. Participate in client business reviews
• Foster a positive work atmosphere through employee engagement, address employee relation issues promptly and professionally
• Develop action plans to resolve issues and ensure ongoing improvement
• Supervise a team of team leaders.

Requirements

• Bachelor's degree in a related field required
• 10 Years of related experience, including at least 2 years in progressive management roles
• Call center management experience is advantageous
• Skilled at analyzing and improving work processes; capable of establishing a clear course of action for self and team members to achieve specific goals
• Open to working a flexible schedule onsite