Assistant Operations Manager

Responsibilities: Ensure that supervisors understand and comply with all objectives, performance standards, and call center policies.Identify the root cause of the operation's major opportunities through the leadership academy methodology and processes.Create action plans with specific goals and timelines directly related to improving behaviors in our interactions with our customers.Follow up on the day-to-day operation and the compliance of metrics related to the product.Monitor and evaluate supervisor performance, providing learning or coaching opportunities, and taking corrective action if necessary.Analyze operational metrics and prepare respective reports to assist management in determining and meeting call center objectives.Work together with other departments such as human resources, recruiting, accounting, quality, and training to be aligned on processes and standards.Understand customer needs and provide solutions and support.Organize and coordinate supervisor schedules.Comply and enforce internal work rules and regulations.Comply and enforce compliance with Company policies.Condition: 46 hours per weekDays OFF based on OPS needsFrom Maple Leaf to Colombia: Proudly Colombian, Uniquely Canadian.

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