Implementations Manager


24-7 Intouch Contact Centers

2018-07-24 20:05:41

Job location Winnipeg, Manitoba, Canada

Job type: fulltime

Job industry: Executive Positions

Job description

Job Description

ABOUT THE JOB

This role ensures high levels of initial client satisfaction through onboarding activities. The ideal candidate will simultaneously own active client implementations projects as well as manage a team of project managers. In addition, through strategic direction, the successful candidate will identify and close gaps in current processes to improve both operations and account implementations with clients. This is a high visibility role with all internal departments as well as externally with all levels of our clients.

Does this sound like a good fit for you? Are you ready to take the next step in your career at 24-7 Intouch? Then take a look at the Job Requirements below, and see if you're a match...

JOB REQUIREMENTS

  • Oversee onboarding project management activities
  • Actively manage large client implementations from initiation to close
  • Review and evaluate Client Implementation project performance on a regular basis to ensure adherence to established metrics and goals
  • Work as a team to create and enhance methods for the client implementations team services and manage projects appropriately on a day to day basis
  • Serve as a subject matter expert on contact center operational procedures and technologies
  • Identify and build plans to improve gaps and create efficiencies in processes
  • Liaise with Operations leadership in identifying and recommending opportunities and solutions to formalize processes and procedures related to systems knowledge, client support and product knowledge
  • Assist with driving change and improvements within the Operations team

CRITICAL SKILLS

  • Minimum 2 years experience maintaining client accounts (preferably in a contact center capacity) in one or more of the following verticals: CPG, Restaurant & Hospitality, Retail, Drug & Grocery, Petroleum/Convenience, Banking & Financial Institutions, Service, or Manufacturing
  • Minimum 2 years of project management experience
  • Minimum 2 years supervising a team
  • Must have exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong and lasting relationships
  • Detail-oriented team player with creative problem-solving and project management skills
  • Ability to effectively present information to groups of managers, clients, and customers
  • Experience with workforce management is an asset
  • Proficient in the use and application of MS Office Suite (Word, Excel, PowerPoint and Outlook)
  • Must demonstrate effective oral and written communication skills
  • Ability to work with basic mathematical concepts
  • 1-2 Years of relevant IT experience preferred

EDUCATION REQUIREMENTS

  • Bachelor's Degree or a combination of post-secondary education and equivalent work experience
Company Description
About 24-7 Intouch
24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch's customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.
For more on our company culture, follow the link to Our Story -

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