Manager, Operations and Client Success at TWCC

About the Role

Manager, Operations and Client Success 

Job Overview 

If you are looking to join a dynamic and diversified team in a fast-paced environment that values and respects both its customers and employees then Tribal Wi-Chi-Way-Win Capital Corporation (TWCC) will be an excellent fit for you. Reporting to the CEO, Contact Centre, the successful candidate will be responsible for supervising and managing all operations within the Contact Centre and meeting client needs, customer, employee, operational and financial based targets. The primary focus is to ensure client success and develop, coach and empower team members to achieve an “exemplary customer experience” with emphasis on quality service, ensuring internal and external service commitments are met.

Qualifications and Experience 

• Post-Secondary Education in Business, human resources or related field or minimum of 3 years Management experience in a contact centre environment; 

• Previous experience successfully managing a large group of staff in a contact centre environment, overseeing a group/Service leaders; 

• Knowledge of contact centre methodologies and operational principles including workforce management, scheduling, adherence, reporting, and budgeting; 

• Experience managing successful client relationships; 

• Exposure to the development/implementation of business strategies with the ability to work in cross-functional teams across diverse business lines; 

• Strong computer skills, Microsoft Windows, Microsoft Office, and Windows programs WORD and EXCEL; 

• Previous experience in handling confidential or sensitive information; 

• Proven ability to meet deadlines and deliver on commitments;

TWCC is an employer with a highly competitive compensation and benefit structure that is based on qualifications and experience. Hours of Operation are Monday to Friday, 5:30 a.m. to 10:30 p.m. 

Please submit a resume and cover letter outlining your salary expectations, including three references to: resumes@twcc.ca or upload your resume and cover letter via https://careers.twcc.ca/.

Closing date for applications is Monday, February 5, 2024. We thank all those who apply. Only those applicants selected for an interview will be contacted.