Requirements

Experience in a people management capacity in a large or multi-site environment supervising 15+ frontline employees
Knowledge of data reporting and excellent analytical skills

Nice to Haves

Knowledge of contact centre management tools, processes, procedures, and performance metrics
Excellent influencing skills and ability to work with key business partners
Prioritizes coaching needs and experience in developing employees
Able to develop mentoring plans that incorporate observations and key performance trends
Leads a standard for high-quality work by consistently meeting and exceeding performance goals
Strong and effective written and verbal interpersonal skills
Solution-oriented leader demonstrating creativity and curiosity
Strong communication skills, both verbal and written
Fully fluent in English
Bachelor's degree or equivalent experience preferred

Provide daily leadership and promote the development of 15-20 Analyst team members
Oversee performance management and ensure operational metrics are met
Execute management and administrative tasks, lead staff meetings, conduct one-on-one meetings, hire, train, and develop employees
Drive operational improvements, team collaboration, and recommend innovative solutions to business challenges
Establish effective working relationships and communication channels with internal partners