Senior Operations Manager

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients' brands, and design customized solutions to complex customer challenges.

The Senior Operations Manager is responsible for leading and managing multiple operations programs within a high-volume call centre environment. This role oversees the development and execution of strategies to optimize daily operations of assigned programs. Ensures client compliance and drive operational efficiency. . This role will require experience in workforce management, communications, multidimensional analysis, quality assurance and some collections. The ideal candidate will possess strong leadership skills, analytical acumen, and the ability to foster a performance-driven culture while building trust and confidence with all employees.

Core Responsibilities (include, but not limited too)

• Oversee the daily operations of the contract centre.
• Develop a culture and methods that fulfil the business's operation goals and objectives.
• Oversee day-to-day operations of teams, ensuring productivity and efficiency.
• Collaborate with management team to define new and innovative processes to better enable our operations to provide quality services to our customers.
• Create and improve performance indicators for employees.
• Define the department's service standards and requirements while driving process improvement and resource optimization analyzes to meet future demands.
• Create and implement strategies for collecting, evaluating, and analyzing consumer feedback.
• Act as a liaison between clients and the company, building a trusting relationship while optimizing business potential.
• Serve as a link between operations and other departments within the organization.
• Create and carry out the department's budget.
• Foster a culture of accountability, continuous improvement and customer-centricity.

Requirements

• A bachelor's degree in Business, Finance or a related field. Or equivalent work experience.
• A minimum of 2 – 3 years of similar experience is required, with prior management experience in a BPO/Call Centre environment.
• Collections experience is an asset.
• Significant experience leading operational service teams.
• Proven expertise in management and/or relationship management at a senior, strategic level.
• Capable of interpreting MI/BI, developing strategy, and making suggestions.
• Influential connection skills, ability to leverage these ties to improve service.
• Superior communication and negotiating abilities.
• Capable of adapting to and succeeding in a changing environment.
• Demonstration of well-developed leadership abilities.
• Excellent analytical and problem-solving abilities.
• Expertise with Microsoft Office Suite or equivalent applications.

What We Offer

• Competitive compensation package
• Opportunity to lead and make a significant impact within a growing company
• Opportunity for growth and development
• Supportive and collaborative work environment

We are looking for a candidate who can start before the end of the year.

This role will require flexible hours including evening and nights, depending on customer geographical regions.