As the Contact Center Operations Manager, reporting to the Director of Innovation and Technology Solutions, your primary responsibilities will be to oversee and be responsible for the overall operation of the 3rd party Service Help Desk from staffing to metrics and financials for the associated Help Desk. These responsibilities include the execution of procedures to ensure appropriate levels of productivity are maintained, including tools and training, and to report to senior management all appropriate information regarding the status of the staff, workload, tools, and changes.

Key Responsibilities :

1. · Provide relevant reporting data to the Senior Management Team to assist them in their daily operation of the associated Help Desk (reporting will include daily metrics, staffing updates, and required changes)
2. · Support Team and Team Leads in their daily tasks and provide coaching and assistance to them to ensure that the team is successful
3. · Review daily reporting in order to adjust schedules and staffing to meet service levels
4. · 1st line of support for call escalation and client chase process
5. · Monitoring of real time statistics to make required adjustments
6. · Assist Team Leads in providing evaluations for the analysts
7. · Assist Team Leads with Human Resource issues for the analysts, and handle third level HR issues
8. · Review and approve weekly schedules
9. · Hold weekly Team Lead meetings in order to communicate upcoming changes or areas which require improvement
10. · Track, analyze and improve KPI’s related to Help Desk performance
11. · Continuous improvement initiatives with regards to process and procedures
12. · Attend required client meetings to discuss areas for improvement
13. · Review monthly financial reports and clarify any discrepancies found
14. · Present Team SLA`s and improvements in Service review with client

Required Skills:

Required Technical Skills:

1. · ACD systems
2. · Knowledge bases
3. · Call-tracking systems
4. · MS Office
5. · Ticketing system

Required Soft Skills:

1. · Experience in a Pharmaceutical or Medical Call Center environment is an asset
2. · Excellent written and oral English communication skills
3. · Demonstrate ability to successfully manage complex technical projects
4. · Ability to lead, coach, develop and train staff effectively
5. · Ability to resolve conflict and deal with adversity
6. · Proven analytical and project planning skills
7. · Multi-tasking experience in a fast-paced environment
8. · Must be dedicated, reliable and dynamic
9. · Proven ability to act as a coach/mentor
10. · Excellent customer service orientation
11. · Ability to work comfortably in a fast-paced and metric driven organization, built around team concepts and structures and the ability to deal with constantly changing internal and external environments
12. · Must be a team player

Required Education and Experience:

Requires a College Degree and/or Bachelor Degree and a minimum of 3 to 5 years previous experience in a Service Desk Leadership role and/or any equivalent combination of education and experience.

• Although there is a predetermined schedule the manager should be available at all times for any major issues that may arise.
• Operate with no supervision.
• Take action on any escalations from client or superior.
• Work closely with Team Leads and Expert Analysts to determine shift and training scheduling

Our Offer:

• Remote
• Monday to Friday no evenings or weekends
• Equipment provided
• · Employer-paid E-Learning courses;
• · A work from home program;
• · Employee recognition awards
• · Team building activities/events