On-Site Call Center Operations Coordinator
Majorel Canada, Inc., 619B Kumpf Drive, Waterloo, Ontario, Canada
Req #6310
Wednesday, May 8, 2024
We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
The Operations Coordinator supports the daily operations performance of the call center team. This includes the analysis and review of the day-to-day operation
Overall Responsibilities:
The Operations Coordinator supports the daily operations performance of the call center team. This includes the analysis and review of the day-to-day operation
Overall Responsibilities:
• Lead, manage and develop team through interactions and motivation
• Foster a culture of team spirit and hospitality
• Highly visible and accessible to team via presence
• Perform supervisor duties as required
• Take care of administrative supervisor related functions
• Effectively manage attendance/absenteeism
• Attrition risk management (alert, communicate and mitigate any potential risk)
• Evaluate daily key performance indicators and identify areas of improvement.
• Manage attendance, utilizing effective scheduling.
• Coordinates with Account Manager to advise on operational issues.
• Manages staff schedules in partnership with Workforce Management to ensure call-handling
effectiveness to achieve client and company productivity goals.
• Interacts and consults with HR and Training on matters of recruiting, hiring and training, performance
and employee relations issues.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Work with Quality Assurance to meet quality standards.
• Client facing – presenting MBR, QBR and WBR
• Prepare daily/weekly/monthly reports and distribute to Management.
• Conducts open forums and team meetings to communicate productivity and performance goals and to motivate
employees.
Job Requirements:
Knowledge, Skills and Abilities
- Experience with forecasting/scheduling and related software packages. • Proven ability to manage people, processes, and technology's
- Strategic thinker and tactical implementer.
- Experience in supporting a team in a call center site.
- Should possess senior management leadership abilities and skill, such as the ability to build teams and coordinate operational, organizational elements. Demonstrated experience coaching and developing individuals.
- Ability to influence and motivate others.
- Superior written and verbal communication skills.
- Excellent leadership and developmental skills
- Must have strong technical, project management, implementation and process improvement skills.
- General business acumen, including reporting and analysis, presentation skills, and organizational abilities
Education/Experience:
- 3-5 years call center experience
- Minimum 2-3 years managing operations in a call center environment
- Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience.
- Experience in a leadership role in a large call center setting
The Company believes that all persons are entitled to equal employment opportunity and to be free from discrimination in employment because of age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender, gender identity, gender expression, record of offenses, sex (including pregnancy and breast feeding), and sexual orientation, political affiliation, union membership and any other status protected by law (“protected grounds”). Equal employment opportunity will be extended to all persons in all aspects of the employment relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.
Additionally, we respect the sincerely held religious beliefs and practices of all employees and will endeavor to make a reasonable accommodation if those sincerely held religious beliefs or practices conflict with an employee’s job unless the accommodation would impose an undue hardship on the operation of our business. Any employee who would like to request an accommodation should contact the Human Resources Department
Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of the Human Resources Department. We will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. To ensure our workplace is free of artificial barriers, violation of this policy will lead to disciplinary action, up to and including termination of employment for cause.
Other details
- Job Family Operations
- Pay Type Salary
- Majorel Canada, Inc., 619B Kumpf Drive, Waterloo, Ontario, Canada