Call Centre Site Manager
360insights
Moncton, NB
At 360insights, our culture is driven by a simple concept – happiness. We believe happiness makes for better business and a better world and we know it makes a difference in how our team serves our clients. We are looking for a kick-ass Site Manager to join our Client Success team. Headquartered in Whitby, Ontario, 360insights has been awarded “Best Workplace in Canada” by the Great Place to Work® Institute and is excited to announce the opening of our second Canadian headquarters in Moncton, New Brunswick! This is your chance to join one of Canada’s fastest growing software companies and be a founding member of our Moncton establishment.

Position Summary

The Site Manager is responsible for the day-to-day management of the Moncton Operations Centre, which incorporates the 360insights Contact Centre. The Site Manager is responsible for leading the development and implementation of all operational site strategy ensuring that performance, culture, climate, controls, and processes are aligned with corporate and client objectives. The role works closely with corporate leadership and requires a high degree of initiative, sound judgment, and leadership.

The Site Manager improves the efficiency of operations and drives Company success by creating an energetic, enjoyable, and productive work environment for the entire operations support team. The Site Manager exhibits high emotional intelligence with a deep understanding of business process operations, high reliability, and serves as an operational leader and mentor in the Centre.

Responsibilities

Act as site point of contact for all operational matters including out-of-hours emergencies
Ensure consistency of site service and uptime according to client SLAs between the hours of:
08:00-21:00 Monday to Friday
09:00-17:30 Saturday, Sunday, and stipulated holidays
Support team manager performance through daily on-the-floor training and coaching
Use extensive operational expertise together with policy and procedure knowledge to foresee concerns and/or inefficiencies and develop sustainable solutions
Work all operational hours on a rotating basis as required
Facilitate all site management functions including infrastructure, people management, operations, and IT
Invoke passion in the team and drive site culture consistent with the 360insights culture
Uphold the safety and wellbeing of all team members
Manage overall recruitment activities and site turnover and attrition
Interact with local community to promote the 360insights brand

Skills and Experience

10+ years of progressive management experience, supervisor/team lead experience as well as senior management experience
High charisma and energy; accustomed to frequency of change/quick thinking, and implementing fresh ideas with a people first attitude
Previous experience in managing contact centre(s) or BPO(s) of between 50-200 people
Deep understanding of client service with a strong client-first mentality
Advanced knowledge of contact centre services industry and best practices
Proven track record in people coaching and mentoring
Understanding of centre operations on the business, including revenue, expense and employee dynamics
Demonstrated experienced and knowledge of human resources and recruitment practices
Solution-oriented management style with a demonstrated ability to develop leaders
Proven analytical and problem-solving skills
Experience facilitating ongoing training and coaching programs to ensure an “Unbelievable Experience” is delivered at each contact with 360insights
Reputation as a champion for front line employee ideas and input to drive continuous improvement
Willingness to travel occasionally and as required
Bilingual (French) is an asset
Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word) having strong documentation and presentation skills

Compensation Package Includes:
Competitive Salary
Comprehensive Benefits Package
Flexible Vacation
RRSP Matching Program
Stock Options
Tuition Reimbursement Program
Wellness Reimbursement Program
Fresh Snacks
On Site Gym

Company Overview

360insights is focused on constant innovation and on delivering a more informed approach to the world of consumer and sales channel incentive management. We do this by offering industry-leading technology combined with uncompromising, personalized customer service. Our customers are among the world’s leading brands and we actively seek out and partner with companies who want to show leadership in offering incentive and rebate programs that engage and motivate their channels while building customer loyalty by offering an easy and efficient way to redeem their claims. As a company, partner and community member, we’re focused on making a difference in how business is done in the world at large. For more information, visit www.360insights.com