Operations Manager

**MAKING LIVES BETTER, ONE CONNECTION AT A TIME**

For over 60 years, Bill Gosling Outsourcing has been providing provides business solutions to our clients with various types of services including Customer Service, Accounts Receivable Management, Customer Sales, Contact Centre Technology, and Business Process Outsourcing. We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth. Come soar alongside our Goslings, our clients, and our shared customers in one glorious, honking flock

**PURPOSE OF THE POSITION**:
The Operations Manager is responsible for the overall performance and budget of their multiple client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

**RESPONSIBILITIES**
- Work with the President and senior management to ensure the Company vision and core values are integrated into our operational strategies.
- Ensure the productivity of departments or multiple P-and-L groups so that Company and client goals/ SLAs are met or exceeded
- Understand Client SLAs and contractual requirements to ensure we met objectives
- Manage all inventory in line with company requirements
- Ensure that all necessary facilities and/or tools are available for use by employees
- Approve recommendations for hiring, transfer, promotion, or dismissal of staff, as is appropriate
- Monitor staffing levels in accordance with the Resource Balancing QAP to ensure that Company resources are being efficiently and effectively allocated
- Develop strong client relationships in a professional and appropriate manner, in accordance with the Company's Mission Statement, Promise of Performance, and Company Policy
- Manage all client reporting and internal reporting and billing requirements in a timely manner
- Performance manage direct reports and overall team to ensure we grow and develop our talent
- Develop strategies to enhance productivity or improve processes and procedures
- Prepare monthly forecasts, revenue and expenses for portfolios
- Motivate staff through established incentive programs or ad hoc contests
- Establish work schedules to meet Company and client requirements
- Champion company core values and other company programs to engage and motivate our employees
- Other duties as assigned

**REQUIRED EXPERIENCE/QUALIFICATIONS**
- 2+ years managing 100+ people in outsourced call center. Experience managing multiple clients or LOB’s is a plus
- Great at fostering and growing Client relationships
- Strong problem solving skills, 6 Sigma green belt is a plus
- Culture eats strategy for breakfast Demonstrated ability to build a high trust, high performance culture
- Skilled team player - track record of partnership with internal and external stakeholders

**ARE YOU A GOSLING?**
- At Bill Gosling Outsourcing, we live by our 5 core values If these resonate with you continue reading and join our team_
- _Never Satisfied - Do you have a fire in your belly to win? We want people on the team who want to win and are willing to commit themselves to this outcome. _
- _Able to Grow, Eager - In order to get better, you must crave to learn continually. You have a desire to always be learning, growing personally and professionally. _
- _Make Others Better - Simply put, for our business to survive and thrive, it will only happen if we all get better. That means everyone at Bill Gosling, not just yourself. _
- _Creativity and Innovation - Methods of doing business are rapidly evolving. We must continually innovate and discover technology solutions that provide superior outcomes._
- _Have Fun, Energetic - We focus on celebrating our wins along the way, laughing at ourselves and with our peers, and generally having some fun keeps the right balance for the family. _

**WHERE ARE WE**

We have offices across the Globe - North America (Barrie, Ontario; London, Ontario; Montreal, Quebec); USA (Hampton, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK; Trinidad & Tobago; India - please visit our website for additional information

**CHECK US OUT FOR YOURSELF**

Twitter & Instagram: bgocareers

Facebook: Bill Gosling Outsourcing

LinkedIn: Bill Gosling Outsourcing

If you are seeking a career opportunity in a fun, diverse, and engaging workplace which promotes both personal and professional growth, we would like to hear from you