Transform the Contact Center dynamics at MedicAlert Foundation Canada as an Operations Manager. Enhance efficiency, drive performance metrics, and create a customer-focused culture.
In this position, reporting to the Interim Associate Vice President, Operations, you are tasked with managing a dynamic team and ensuring operational excellence across Contact Center services. Your ability to analyze performance data will guide strategic decisions and enhance service delivery standards.
Key Responsibilities:
• Directly manage Call Center leads and support staff
• Develop comprehensive metrics from lead generation to retention
• Embed KPIs into daily operations and incentive plans
• Perform trending analyses to inform management decisions
• Establish effective training and onboarding procedures
Requirements:
• 7 years of management experience required
• At least 5 years in a Contact Center
• Experience using Genesys Cloud systems
• Strong analytical skills...