Aviation / Other

Description:

Applications are now invited from candidates keen to be considered for appointment to the position of Site Operations Manager at Global Telesales of Canada, Inc. (YPQXR) based in Peterborough, Canada.

The Site Operations Manager drives the strategic development of our location in Peterborough from an operational perspective and hence assumes responsibility for operative success and organizational effectiveness in line with established corporate objectives. The Site Operations Manager will also be responsible for the successful leadership and management of the organization according to the strategic direction set by the Board of Directors.

Additionally, the Site Operations Manager will take over the tasks of the Client Program Coordinator for our client the Lufthansa New York Area Management. The Client Program Coordinator is responsible for a smooth operation of all client related group wide services and will act as first point of contact for New York area interfaces/touch points.

In doing so, the Site Operations Manager:

Directs and assumes responsibility for the planning and steering of the location in line with the Group’s central requirements
Establishes appropriate controls to ensure accurate and timely reporting and effective performance analysis and develops both immediate/short-term and strategic solutions to optimize service delivery in cooperation with the central functions
Safeguards technical service delivery and system/functional reliability across the organization in close cooperation with the central IT-Team
Assumes responsibility for the adherence of the staffing plan including recruitment and attrition management
Is responsible for the appointment, leadership and performance management of senior managerial functions
Is responsible for developing and managing an operational cost budget in close cooperation with Finance Manager and Group Finance Director
Represents the company in the public arena including in its relationships with clients/government bodies/financial and other service providers/employer groups/contact center industry groups and other relevant professional associations

In his role as Client Program Coordinator acts as first point of contact for clients’ operational questions, actively develops a strategic relationship with the client and is responsible for ensuring that Key Performance Indicators of the client are met by providing a high quality service

Requirements:

Your profile

Business-related university degree (such as Business/Commerce/MBA)
Extensive experience in managing service delivery in a contact center operation and detailed knowledge of call center processes and technological capabilities
A minimum of 5 years operational management experience
Proven financial management experience (budgeting/PNL/balance sheets)
Experience with respective operational figures in the service center environment including KPI for productivity, quality and sales
Experience in Customer Relationship Management
Proficiency in English [fluency in German language (native speaker level) is desirable]



We wish to thank all applicants for their interest; however only those applicants selected for an interview will be contacted.

Global TeleSales of Canada Inc. is part of Lufthansa InTouch . Lufthansa InTouch is the worldwide service-center network of Lufthansa with a vision to be the preferred global partner for seamless customer solutions in travel and logistics. We achieve growth and sustainability by empowering our people to provide outstanding quality and added value and our worldwide network is currently comprised of seven contact call centers in seven countries servicing an expanding portfolio of clients.

www.lh-intouch.com

If this is you, please apply via email.

berxr-bewerbung@dlh.de

Apply