Operations Manager leading telecommunications teams to excellence at Encepta. Responsible for team management, strategic planning, and process optimization in Calgary, Alberta.
About the role
- Lead and supervise last‑mile operational teams and partner logistics operators to ensure SLA compliance and continuous performance improvement. Manage onboarding, KPI analysis, action plans, supplier relationships and asset management.
Responsibilities
- Responsible for ensuring compliance with the specific routines of each operation by conducting regular meetings and follow-up visits. Responsible for developing teams through feedback and managing suppliers and partner logistics operators. In addition, analyzes team performance, assigns tasks, provides training, and conducts process audits. Also oversees onboarding of new clients and prepares plans to ensure SLA compliance. To do this, analyzes performance indicators, develops action plans, and provides support to resolve problems that may arise during operations;
- Assist in preparing materials that explain the operational process variables to new clients;
- Oversee the onboarding of new clients and create operational go‑live (landing) plans across the process to ensure SLA compliance;
- Promote employee development through one-on-one meetings (1:1) and regular feedback;
- Distribute tasks to the team, provide guidance/training/process audits for business execution (managing the opening and execution of service orders for installation, machine maintenance, SIM cards and technology replacement);
- Intervene alongside the technical assistant when service refusals occur and provide support to resolve operational issues;
- Analyze performance indicators and delays in Service Orders (SO) and develop client action plans to mitigate deviations identified in the process together with Analysts;
- Critically evaluate the performance of the teams under your responsibility by reviewing indicators and developing action plans to ensure targets are met;
- Implement asset management processes, including conducting cyclical inventory counts, analyzing discrepancies between physical and system records, and preparing detailed reports on identified variances;
- Supervise the operations of logistics operators;
Requirements
- Knowledge: - Advanced Excel and intermediate Power BI
- Strong knowledge of KPI/indicator management
- Data analysis capability
- Systems/Software: CRM solutions for managing customer relationships and improving sales, marketing and service efficiency; online payment management platforms; and applications for asset management, work order control, technician tracking and other logistics operations;
- Education: Bachelor's degree in Business Administration, Engineering, Logistics or related fields is recommended;
- Additional knowledge and skills:
- Office suite: advanced level;
- Python and VBA: basic level;
- Task management: Trello;
- Data visualization: Data Studio;
- Skills: Organizational ability to supervise multiple operational processes across one or more areas and enable continuous performance flow; interpersonal skills to work in a team, resolve conflicts and interact with colleagues; strong communication to clearly and objectively convey goals and objectives, instruct and train colleagues; critical thinking to monitor processes, identify potential failures and suggest improvements; and an innovative mindset to learn new techniques and operational methods and propose them;
Benefits
- Health and dental insurance for you and your dependents
- Life insurance (details provided)
- Childcare or babysitter allowance, family allowance and support for dependents (details provided)
- Parental leave: 6 months maternity and 20 days paternity (details provided)
- Career development: internal recruitment program, regular evaluation cycles, routine feedback, monitoring of your development plan and an exclusive training platform
- Day off to celebrate your birthday
- Access to SESC benefits (partnership)
- Meal allowance (details provided)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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