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Do you love leading a team to greatness? Do you strive to work with people that love to improve their performance to be better every day?
This is your role!
Transcom is looking for a strong Operations Manager to lead our team in Canada! The Operations Manager is directly responsible for theprofit and growth of his/her business area through employee performance management, service delivery, and client interaction.
What’s in it for you?
- Full-time employee
- Benefits – Medical, Dental, Vision
- Paid Vacation Time
- Computer Equipment Provided
- 100% REMOTE – work-at-home
- Great whole-life balance
- Employee Assistance Program
Description of Role and Objectives:
- Reporting directly to the Contact Center Manager, the Operations Manager achieves his/her targets with the assistance of all Transcom support functions.
- The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.
Responsibilities:
The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:
Profit and Growth
- Deliver accurate data to produce the forecast.
- Develop realistic budgets.
- Ensure consistent financial follow-up.
People
- Define needs for Team Leader recruitment in conjunction with Talent Acquisition.
- Take ownership of Team Leader development by offering support and defining Team Leader training needs.
- Set and follow up on quality and quantity targets for the allocated Clients/projects.
- Promote teamwork.
- Ensure that employee satisfaction is high and attrition is low within the allocated production unit.
- Develop and maintain effective performance management.
- Lead by example.
Business
- Proactively respond to variances in targets and service levels.
- Ensure that revenue streams cover committed costs wherever possible.
- Ensure regular and proactive contact and interaction with clients
- Ensure client satisfaction through continuous business improvements.
- Seek to increase client revenue and develop a partnership.
- Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.
Culture
- Proactively promote the Transcom objectives.
- Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area.
- Create an open and energetic culture within his/her business unit.
- Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.
- Ensure a high level of morale and a sense of loyalty to Transcom in each individual.
- Provide feedback to Corporate Governance on ideas for improving standards and processes.
Process and Integrity
- Continuously review procedures and implement improvements.
- Implement Transcom standard practices.
- Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.
- Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.
- CIMWeb Statistics – Weekly action items must be identified and root cause analysis must be done to ensure success on all campaigns.
Communication
- Attend internal meetings with other staff of the contact center.
- Directly responsible for all communication with Team Leaders.
- Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility.
Qualification and experience:
- Bachelor’s degree from accredited college/university and/or 3 years of professional experience.
- Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the Customer Relationship Management industry or a closely related industry.
- Have Client Relations and/or Sales contact experience.
- Have a good understanding of Customer Relationship Management best practice and markets.
- Manage your time effectively and be focused on setting clear objectives and priorities.
- Have experience with P&L management and associated financial practices.
- Have worked in a performance driven environment.
- Experience leading in a virtual environment, preferred.
- Excellent verbal and written English communication skills.
It will help if you…
- Have worked for a CRM outsource business
- Have experience in direct/consumer marketing
- Have direct/consumer marketing, CRM or business administration qualifications
- Have run your own business
- Have other language skills, including English
To be successful in this role you must…
- Be self motivated and commercially minded.
- Have effective leadership skills impacting people behavior including those that do not report directly to you.
- Have effective analytical skills to analyze results and make decisions based on facts and figures.
- Inspire other people to reach their full potential.
- Take ownership for quality, competence, and commitment.
- Enjoy/thrive on autonomy within the franchise framework and be results focused.
- Be highly motivated and prepared to work hard.
- Have high personal energy and enjoy a lively environment.
- Be highly flexible and welcome change/improvements
- Be innovative within the franchise framework.
Location Requirements
Must live and work in one of the following provinces: Manitoba, New Brunswick, or Ontario
Home Office Requirements
For this position, Transcom provides you an all-in-one computer, monitor, and headset. The computer contains a built-in webcam that is required to be used for training and meetings. Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity.
- You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. (Conflicting responsibilities may include caring for a family member)
- Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet. (Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)
- Your hardwired internet connection must meet the minimum speed requirements: Ping – 100 ms or less
Download speed – 20 Mbps
Upload speed – 3 Mbps
About Transcom
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 60 contact centers across 25 countries, delivering services in 33 languages to international brands in various industry verticals.
Right now, we are growing our virtual footprint in North America and currently hire remote employees in 32 states and 6 Canadian provinces. Proud to be recognized by FlexJobs as #12 on their list of the Top 100 companies to watch for remote work in 2022.
We are the voice of our clients. We are Transcom.
We are passionate about people and look forward to meeting you!
Important Information about the Application and Interview Process at Transcom:
- Transcom will NEVER ask for your personal information until AFTER you have been given a written offer of employment, which comes after a live interview with a recruiter.
- Transcom will NEVER invite you to an interview without you first successfully completing our ENTIRE application process, including assessments.
- Transcom will NEVER ask you to pay to get a job from us. We have no registration fees and Transcom pays for your background check.
- Transcom will NEVER send you a check to purchase equipment.
- Transcom will NEVER ask you to send any money to a third party.
- Transcom will NEVER ask you to provide your banking information to directly to us.
- Transcom will NEVER ask you to purchase gift cards.
- Transcom uses Adobe Connect in our interviews, not Skype, Telegram or Zoom.
- Mark Lyndsell, our CEO in the Global English Region does not interview.
- Don Barryman, our EVP in the Global English Region does not interview.
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care
Schedule:
- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Overtime
- Weekend availability
Supplemental pay types:
- Bonus pay
