.**Who We Are**:ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We're proud to call ourselves innovative leaders in the industry and value how we've been able to grow significantly from 5 to 1000+ employees since opening 15 years ago. We're Great Place to Work certified and offer an award winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand our work from home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We're proud to provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we'll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.**Overview****Position Summary**:The Operations Manager oversees the daily performance of call center supervisors and their respective teams. This includes the analysis and review of the day-to-day operations, budget management, team development, and client satisfaction**Overall Responsibilities**:- Lead, manage and develop supervisors through interactions and motivationFoster a culture of team spirit and hospitalityHighly visible and accessible to team via floor presencePerform supervisor duties as requiredTake care of administrative supervisor related functionsEffectively manage attendance/absenteeismAttrition risk management (alert, communicate and mitigate any potential risk)- Manage and deliver operational results in accordance with service delivery scorecard- Recognize and advance Talent- Drive the selection process for team members- Own the end-to-end employee lifecycle for those assigned- Drive process improvement by recognizing, communicating and acting on opportunities- Embody and reinforce company-values-based culture- Effectively and efficiently manage resources to optimize operational results- Make decisions based on full awareness on direct operational cost and revenue implications- Align and collaborate with other functional areas- Ensure stakeholder communication and/or management- Evaluate daily key performance indicators and develop improvement needs.- Coordinates with leadership to interface with client and handle account management issues.- Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals