Role Summary:
The Operations Manager provides leadership, direction and decision making in a high volume, fast paced, front line client service environment. They will ensure the delivery of a consistent quality customer service experience to providers who contact the Customer Care Centre by ensuring the Customer Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the CCC’s performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Manager reports to the Operations Director and is responsible for the direct management of teams to deliver a consistent customer service experience, delivering on all key performance metrics.
Main Accountabilities:
Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluation
Communicate effectively to ensure a consistent experience for the representatives and members
Interact directly with members, as required
Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
Analyze metrics and ensure Supervisors are taking appropriate and timely action
Understand and deliver on all key performance metrics virtually
Understand and deliver on key financial objectives
Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
Provide leadership, coaching, and mentoring to the Supervisors to develop their competencies and position them for success
Championing the coaching model
Foster a work environment that values the people and encourages participation, creativity, learning and accountability
Responsible for employee recruitment in order to meet business objectives
Ensure team adopts and sustains change
Identify opportunities for process and system improvements
Communicate openly with team ensuring messages and initiatives are clearly understood
Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
Partner with other areas to promote understanding and knowledge exchange between business units
Qualifications/Competencies:
Proven Customer Service Skills
Proven leadership capability and a strong results orientation
Ability to influence change through positive motivation
Ability to build consensus with a decision making process
Capable of working in a structured and tactical management operating system
Strong coaching, leading and performance management skills
Able to build sustainable processes and identify continuous improvement opportunities
Capable of building supportable business cases to justify change based on logic and understanding
Excellent change management skills
Strong communication skills (verbal and written)
Strong team player / team building skills
Strong organizational and decision making skills
Assets:
Previous Call Centre experience, 3-5 years as an Operations Manager (preferred)Previous financial account/insurance/healthcare experience (preferred)
Previous experience in a Six Sigma and/or Lean environment
