At the Bradford Group, www.thebradfordgroup.com, we take great pride in our position as the world leader in the collectibles industry and our influential role in direct marketing of fine collectibles. We are equally proud of the sophisticated technologies and business operations that we have developed over the years, and the innovative products that have made us the standard bearer in our field. But our real strength lies in our people – creative, industrious people who dare to dream and are passionate about what they do.
We are seeking a Manager, Call Center Operations & Workforce Planning for London, ON location. This is a permanent, full-time management position.
We Offer:

• Company-paid health and dental benefits, with pension contribution
• Well-established international company with on-the-job training
• Team environment in a high-paced operation

You will bring us:

• Solid work ethic – being both punctual and reliable
• Demonstrated track record of success
• Strong interpersonal skills with the ability to encourage and support dedicated team members
• Self-motivation with the ability to work well with minimal supervision

Key Responsibilities:
The Manager of Operations is responsible for designing efficient and effective work flows based upon business requirements, effectively monitoring and managing call center voice, email and correspondence traffic, ensuring optimum employee scheduling and staffing and the measurement of labor costs, and for the accurate and timely production of reports and analysis regarding call center performance.
Additionally, responsible for strategic planning related to the handling of future workflows, including investigation of optimal time-of-day and day-of-week staffing, and for providing recruiting & training organization(s) with headcount requirements by shift.
Develops management & supervisory reporting for the purpose of impacting agent level and queue level performance. Serves as an independent resource for trend analysis & specific data points related to performance gaps. Further, provides useful and accurate executive level reporting in summary format to leadership personnel throughout the company, with supporting documentation as required. Prepares ad hoc reporting as requested.

Proven coaching and employee development skills leading a multifaceted traffic, scheduling, and analysis team. Capable of effective communication to all levels of the organization.
Operates as the key POC (point of contact) for all IT/Telco personnel within the company and for all technology vendors that interact with the call center with regard to management of voice, email and CORR workflows. Is intimately involved in the design of, and held accountable for, the efficiency of all voice, email and CORR workflows in accordance with the requirements as defined by the business units. Is able to quantify the resulting costs of satisfying those business requirements
Required Qualifications
Education, Licensing, Certification, and Experience

• B.A., B.S. Business / Math /Computer Science or similar
• Supervisory management courses a plus
• 3-5 years supervisory or management experience
• 1-3 years experience in call center operations
• 1-3 years experience working with IT & Telecom groups
• CISCO IPCC software & CISCO Email Manager or similar
• 1-3 years experience with employee workforce management tools & scheduling tools

Knowledge, Skills, and Abilities

• Excellent attention to detail & good math skills
• High comfort level with technology to include good PC skills – Word, PowerPoint, Excel
• Ability to effectively collect business requirements
• Ability to design work flows based on business requirements
• Ability to improve workflows based on observation and analysis
• Proven ability to lead people, define performance goals & set objectives
• Must be a team player with other members of management
• Must be able to handle conflict & disgruntled employees on occasion
• Must have good written and verbal communication skills; establishes and builds rapport through promote and effective communication
• High level of analytical skills
• Excellent attention to detail, organization, and follow-up skills
• Ability to function in a fast-paced and stressful environment
• Ability to project and maintain a high level of integrity and trust
• Ability to project and maintain a professional image

 
 Please apply by email to: hrcanada@bgeltd.com