The Call Center Manager is a business-critical roll accountable for overseeing the relationship between D&G and its Outsourced suppliers.

The Call Center Manager will provide support to the Operations Manager and Outsource Supplier Management in ensuring that all Outsource Supplier Partners (OSP) deliver performance in line with expectations. This role is responsible for supporting startup of activities and change initiatives in the Outsourced operational department, working in conjunction with the  Operations Team in ensuring change initiatives are implemented into the business.This will encompass all aspects of the change process: operations, structure, technology and human resources.

Responsibilities:

• Effectively support the Operations Delivery Manager and Outsource Supplier Management Team in the achievement of the overall Operating Plan.
• Work with OSPs to drive contact center consistency and cultural alignment across Outsourced Contact Centers
• Develop strong working relationship with the data and marketing teams to ensure timely data supplies, and contingency plans in place where required.
• Identify and analyze risks and prepare risk mitigation tactics
• Ensure that the appropriate levels of controls exist to prevent control weakness in transaction compliance.
• Identify and analyze risks and prepare risk mitigation tactics. Feed in to the central Paws risk register.        
• Ensure that the appropriate levels of controls exist to prevent control weakness in transaction compliance.

Skills:

• We are looking for a person who has a native/bilingual level in French and in English, and fluent in Spanish.

• Strong influencing, relationship and collaborative working skills

• Excellent Oral and written communication on presentation. 

• Good operational knowledge with good understanding of control processes . 

• Organized with a flexible approach to work

• Self-directed and focused on bottom line results

• Strong analytical and diagnostic skills & exceptional attention to detail

• Strong MS Office and Business Information capabilities.

• Contact center technologies; call recording, dialer etc.

• Contact Centre legislative requirements

 Other Requirements:

• Available to travel up to 50% of the time of working

We offer:

• Permanent, full time Contract

• Competitive Salary

• Ticket Restaurant

• Life Insurance

  Heatlh Insurance after one year of seniority

 Send CV to rrhh@domesticandgeneral.com