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Senior Manager, Operations (San Mateo)

Job Req ID: 336053

At Quantrics, we consider our people our most important asset. Our focus is not only on creating a great customer experience - its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities

We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages. We also make employee advancement and overall wellbeing a priority because we value our employees above all else.

Senior Manager, Operations

Do you have the ability to build a strong team and develop positive relationship among team members?

Are you a leader who can effectively communicate on different levels with all types of people?

Are you someone who can manage the budget and can analyze profit and loss?

The Senior Manager will be accountable to lead a team of team leaders, call center agents, responsible for delivering superior customer service to our clients. Additionally, the position is responsible for assisting the Director of Operations with TL development, analysis, implementation of staffing, training, telemarketing, scheduling and reward/recognition programs. You will also be in-charge of monitoring multiple key performance metrics and will be accountable for coaching and supporting team leaders to achieve targets. The incumbent will regularly partner with workforce and head office teams (ie: Finance, HR) to manage the overall performance of their team.

You will have an opportunity to:

Lives and breathe the Quantrics CREED (collaborative, respectful, effective, empowered, dedicated) *

Your focus is achieving success in all operational KPIs   *

Ensure employee engagement, support and recognition are priorities   *

In collaboration with both internal and Bell key stakeholders, work across distance and cultures to ensure the utmost care is provided to Bell customers

Identify process opportunities and provide possible recommendations that help us improve the quality of service Quantrics provides to Bell *

Embraces a continuous learning culture in a fast-paced environment and is able to lead teams through change *

Benchmark to understand best in class performance across multiple sites and create a plan to address our biggest opportunities   *

Builds and fosters an energized team members *

Utilizes both speed and accuracy as a guiding principal in all that they do

Ability to simplify ambiguous and complex scenarios in order to provide clear guidance to their team(s)

You will be a great fit on our team if:

5 years Operations Manager Level Experience *

Has experience handling multiple line of business

Ability to structure and solve business problems *

Proven data analysis and problem-solving abilities *

Proven ability to lead cross-functional team initiatives *

Ability to motivate and inspire team members   *

Excellent coaching, listening, and interpersonal skills

Ability to prioritize and execute tasks in a high-pressure environment *

Superior communication, presentation and relationship building skills with all levels of the organization *

Comfortable presenting recommendations to both internal and external senior leaders *

Ability to develop strong partnerships with both internal and external business leaders *

Prior experience in business/financial management, operations, or project/program management

Prior people management experience and leading through influence *

Experience in telecommunications would be consider a strong asset

If this role sounds interesting to you, please click apply. We'd love to hear from you!

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Position Level: Q30

Application Deadline: 11/30/2021

Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customer feel valued, respected, and supported.  We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

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