The Project Manager - Operations manages, reviews, and approves invoices and monthly progress reports, and manages general contract administration. The Project Manager - Operations is supported by the Deputy Project Manager. The PM- Operations works closely with the Deputy PM and all members of the Back Office team to ensure contract quality deliverables are submitted on time. They attend and support monthly, quarterly, and annual project and team meetings. They are assigned to assist with any issues that potentially impact project deliverables and oversee the daily operations.
The Project Manager -Operations, also works to create a positive and healthy work environment.
Responsibilities
Leadership
Working with the Deputy Project Manager, CCC Manager, team leads and training manager to ensure smooth and efficient operations.
Provides direct leadership to the CCC Manager.
Foster a collaborative and supportive team culture.
Operational Management
Oversee day-to-day operations of the call centre to ensure smooth and efficient functioning.
Develop and implement operational policies and procedures to improve efficiency and service quality.
Monitor key performance indicators (KPIs) and ensure targets are met.
Attend and support monthly, quarterly, and annual project and team meetings.
Project Management
Manage, review, and approve invoices and monthly progress reports.
Manage general contract administration.
Work closely with the Deputy Project Manager and all members of the Back Office team to ensure contract quality deliverables are submitted on time.
Prepare required detailed project plans, track progress, and adjust as necessary to meet project objectives.
Assist with any issues that potentially impact project deliverables.
Reporting and Analysis
Prepare regular reports on call centre performance, project status, and operational metrics.
Analyze data to identify trends, issues, and opportunities for improvement.
Present findings and recommendations to the Program Director and senior management.
Compliance and Risk Management:
Ensure compliance with all regulatory requirements and company policies.
Identify and mitigate risks associated with call centre operations.
Process Improvement
Identify opportunities for process improvements and implement changes to enhance call centre operations.
Conduct regular reviews of processes and procedures to ensure compliance with industry standards and best practices.
Utilize data and analytics to identify trends and areas for improvement.
Other duties as assigned.
This list of responsibilities might not cover everything you'll end up doing.
Qualifications
Education and Experience:
Bachelors Degree in Business Administration, Operations Management or a related field.
5+ years of call center experience, with at least 3 years in a project management role.
A combination of education and experience will be considered.
PMP certification an asset.
Proficiency in Microsoft Office products, project management products.
Advanced proficiency in data analysis and reporting tools.
Required Skills/Abilities:
Strong leadership and team management skills.
Excellent problem-solving and analytical abilities.
Proficiency in project management tools and software.