5+ years of remote management experience in multiple call center locations
Experience overseeing operations involving at least 500 employees
University Degree or Equivalent qualification
Proficiency in professional English communication
Excellent interpersonal and communication skills
Responsibilities
Manage daily operations of monitoring station and call center
Evaluate and motivate staff while promoting professional development
Implement new systems and procedures for operational efficiency
Drive customer satisfaction initiatives based on feedback
Generate reports and communications as needed
Establish and monitor Key Performance Indicators (KPIs)
Benefits
Creative input encouraged in daily operations
Opportunity to work in a dynamic, high-growth environment
International travel opportunities up to 20% of the time
Work with a committed team focused on reducing crime across North America
Collaborative culture with management openness to new ideas
Full Job Description
Company Overview:
Since 2011, Birdseye Security Solutions has been on a mission to reduce crime across North America. In order to make the biggest impact, Birdseye's tenacious team has focused on Cargo Theft which attributes to a huge slice of the overall crime statistics pie. We have a strong track record delivering solutions to aid in this $200 billion/year problem by focusing on operational effectiveness and safeguarding of assets in the Transport and Logistics industry. These solutions include combining professionally trained staff with the latest AI technology and security surveillance equipment. Birdseye offers highly customized end-to-end remote security guard services, safety & compliance control and operations analytics reports to it's enterprise client base. Birdseye employs over 350 professionals globally and is headquartered in Toronto Canada.
About the Opportunity:
Take responsibility for the smooth running of our monitoring station and call center where your professionalism, initiative and office skills will be welcomed. You will have plenty of room to be creative and management is always open to new ideas.
Your full-time role will include providing a full range of management duties including:
Staff Management
Staff Evaluation
Staff motivation and education
Leadership coaching
Implementation of new systems and procedures to ensure smooth running of the operation
Driving customer satisfaction programs, using customer feedback to implement improvements
Defining and implementing common tools, policies/procedures
Creation of new processes to ensure efficiency and efficacy of the operation
Customer Service and Customer Management
Production of reports and other communications as requested
Establishing and following up on KPI
Other Ad hoc duties as requested
Overseeing HR, CS, QC, and operational departments
Applicants MUST have:
5+ years experience remotely managing multiple call center locations
Experience with International North American companies
Experience overseeing operations that employee no less than 500 people
University Degree or Equivalent
Professional English speaking and writing Proficiency
Excellent interpersonal, oral and written communication skills
Ability to translate strategy into tactical actions that are well understood and supported by the teams and rest of the leaders
Ability to work with diverse groups of people; challenge and lead people toward peak performance
A positive disposition
Ability to effectively operate and excel in a fast-paced and high growth environment
Travel:
Must be willing to travel internationally (up to 20%)
This role will require the candidate to complete background checks (includes but not limited to: references, educational verification, criminal check, credit check - where applicable). Certain roles may also require testing.
