Operations Manager leading telecommunications teams to excellence at Encepta. Responsible for team management, strategic planning, and process optimization in Calgary, Alberta.
About the role
- Supervising Last Mile Operations for logistics solutions at Mobyan, enhancing service efficiency and client satisfaction. Leading teams while implementing operational planning and improvements.
Responsibilities
- Responsible for operational planning and implementing action plans to increase service delivery efficiency, using SLA, productivity and reverse logistics as evaluation metrics.
- Supervise customer service by monitoring and tracking market and competitor practices to ensure quality service, resolve issues and secure customer satisfaction. Drive problem and complaint resolution, conduct regular site visits to manage operations, coordinate the management of service processes and KPIs, and promote team motivation and service quality through training and regular feedback. Maintain close relationships with all company areas to resolve issues efficiently and actively participate in programs to improve product, service and environmental quality, complying with internal and occupational safety standards.
- Actively contribute to operational planning and the development of action plans aimed at improving service delivery efficiency, measured by indicators such as SLA (Service Level Agreement), productivity and reverse process management.
- Maintain relationships with all departments to facilitate the necessary measures for problem resolution.
- Actively participate in programs to improve product, service and environmental quality, and comply with internal and occupational safety rules.
- Apply customer service tools through monitoring and tracking market and competitor actions and practices to ensure proper service, problem resolution and customer satisfaction.
- Conduct continuous monitoring and provide detailed feedback to the employees under your supervision with the aim of preventing errors and increasing customer satisfaction.
Requirements
- Knowledge: Advanced Excel and intermediate Power BI
- Strong knowledge of KPI management
- Data analysis skills
- Systems/Software: CRM solutions for managing customer relationships and improving the efficiency of sales, marketing and service operations; online payment management platforms; asset management apps; work order control; technician tracking and other logistics operation tools
- Education: Bachelor’s degree recommended in Business Administration, Engineering, Logistics or related fields
- Additional knowledge and skills: Advanced Microsoft Office
- Basic Python and VBA
- Task management: Trello
- Data visualization: Data Studio
- Organizational skills to supervise multiple operational processes across one or more areas and maintain continuous performance flow; interpersonal skills to work in a team, resolve conflicts and interact with colleagues; strong communication skills 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 and propose new techniques and operational methods.
Benefits
- Health and dental insurance for you and your dependents 😊
- Life insurance *****
- Childcare or nanny assistance, Family and Dependent Aid *****
- 6 months maternity leave and 20 days paternity leave *****
- Internal Recruitment Program, performance review cycles, regular feedback routines, development plan follow-up and exclusive training platform for you 😉
- Day off to celebrate your birthday however you prefer 🥳
- Discounted access to SESC 🤩
- Meal allowance *****
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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