Job Description

The Operations Manager provides leadership, direction and decision making in a high volume, fast paced, front line client service environment. They will ensure the delivery of a consistent quality customer service experience by ensuring the Client Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the CCC’s performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Manager reports to the Operations Director and is responsible for the direct management of teams to deliver a consistent customer service experience, delivering on all key performance metrics.

Main Accountabilities:

- Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluation

- Communicate effectively to ensure a consistent experience for the representatives and membe...