BGRS develops and implements comprehensive talent mobility solutions for corporate and government clients worldwide. With deep industry experience and unparalleled insights on the future of talent mobility, we enable our clients to craft mobility programs that will empower them to attract, retain and develop top performers.
 
Role Overview:

This role is responsible for the day to day operations of the contact center with over 100 staff in a centralized location. This individual will monitor performance and key service delivery metrics and ensure appropriate level of staff to cover business needs. Will define shift work for the operations; manage work queues with managers and supervisors to ensure work is distributed appropriately. Will ensure necessary systems and processes are in place to support a contact centre operations. Leverage their own experience and external relationships in the contact centre industry, to ensure that industry best practices are implemented.  
 
Primary Responsibilities:

• Key member of the management team and contributor in the achievement of corporate strategic goals and objectives.
• Oversees the day-to-day activities of service delivery and expense management of the contact center
• Lead the operations strategic planning and budgeting processes and execute operating plans to achieve high levels of profitability and to promote company initiatives.
• Proactively advise the leadership team about contact center performance, recommendations for improvements and analysis of all statistics.
• Establish KPI’s, plans, goals and metrics to recommend new operational processes in leading the organization to meet customer quality and delivery expectations.
• Provide strategic direction for projects and improvement opportunities throughout the operations business
• Works closely with Manager, Learning and Development and Sr. Business Process Analyst
• Aligns with and supports other staff functions in the development and implementation of short-term and long-term plans to meet business objectives.
• Provides leadership, mentorship and guidance to staff.
• Promotes a work environment of open communication; support and encourage employees to forward suggestions for improved workplace processes

Qualifications:

• Minimum of 10 years of experience in an operational leadership role in a contact center environment
• In-depth knowledge of contact center technologies and other business systems
• Experience in delivering services via online support including self-serve portals, chat and videos
• Bilingual (English/French) is preferred
• Demonstrated ability to lead and motivate an organization in support of operational goals.
• Ability to be part of and develop a strong team work environment that promotes individual and team success is essential.
• Excellent communication, presentation and interpersonal skills.
• Exceptional people engagement skills and a superior ability to develop talent
• Strong customer service focus.
• High energy level required.

 
Other Information:

• Occasional travel may be required
• Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the GRS–GS Company Security Officer (CSO)