Manager - Call Centre Operations
Admarie Communications Services (ACS) is seeking to hire an operationally focused, high-energy professional to join our team as the Manager, Contact Centre Operations. As a key member of the Management team the successful individual will be responsible for managing and leading a 40 seat operation to achieve business deliverables. This role is pivotal to the organization's aggressive plans for expansion over the next two years. Utilizing exceptional leadership skills you will motivate and coach the team to exceed challenging targets and SLA's.

You will plan, direct and evaluate the workflow of the team members, as well as the accountability for the day-to-day operations of the Call Centre.

Key Responsibilities for the Manager - Contact Centre Operations are:

• Analyze key business metrics and initiate associated action plans; ensure service targets met within budgets
• Lead and motivate team/s to achieve a sustainable standard of high performance
• Develop key relationships with partner/stakeholder teams to the benefit of our clients and toward the success of our business plan objectives
• Coordinate the implementation, people and process to ensure the flawless execution of Contact Centre Performance levels
• Ability to achieve growth and revenue targets

• 3 to 5 years experience in a call center environment and Management capacity
• Experience analyzing call centre operations and process improvement
• Experience with call centre scheduling and forecasting
• Well-developed leadership, organizational, interpersonal and communication skills
• Advanced understanding of contact centre telephony/technology