Operations Manager, Customer Care - Ting Internet

We’re a team of over 600 people serving tens of millions of customers around the world. Our growth has been incredible, smart and measured (NASDAQ: TCX, TSX: TC). Our success is built on a solid technical and financial foundation.

We’re a team of over 600 people serving tens of millions of customers around the world. Our growth has been incredible, smart and measured (NASDAQ: TCX, TSX: TC). Our success is built on a solid technical and financial foundation.

The Operations Manager for our Ting Internet Customer Support team will focus on four main components. Lead daily operations, execute on core initiatives, liaison with internal partners to grow brand stickiness and keep and grow Talent.

What you’ll be doing:

  • Ensure that operations of the business are supported and achieved
  • Conduct regular 1:1’s with your team to discuss personal development, team performance, quality and key business initiatives.
  • Collect and analyze feedback & trends to ensure team performance, documentation and self-help options are available
  • Execute on key initiatives and ensure they have the accurate resources allocated and are delivered effectively and on time
  • Track trends and recommend/implement actions to address client & employee satisfaction, visit volume targets, service delivery targets, etc.
  • Perform deep-dives to find the root causes behind variances of key parameters over a given time period and provide and execute on solutions
  • Understand and share the vision with support leaders and the team
  • Partner with workforce to ensure schedules accurately reflect positive customer/employee engagements

What you’ll bring:

  • Bachelor’s Degree or equivalent
  • A minimum of 10 years’ experience leading teams & people in leadership roles.
  • Shown leadership capabilities including Technical Advisors with a variety of skill levels and personalities by coaching, mentoring and performance management, to drive the best performance from each team member
  • You’re comfortable working in an environment where processes and structures aren’t always present. You are someone who is intellectually curious and is always looking to elevate your game.
  • Can adapt quickly and lead others through change
  • Critical problem solver who can analyze situations and make decisions geared toward the company's best interests, rather than those of a single department.
  • Effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and impactful format to communicate to leaders
  • Understanding of employee engagement to ensure a positive employee experience
  • Ability to communicate effectively, with an emphasis on process and product documentation
  • Excellent organizational and time leadership skills, with the ability to multitask and prioritize for themselves and others
  • Proven expertise of support software systems
  • Flexibility to support critical issues as needed
  • When it's safe to return to work from our office locations some travel between Toronto/St Catharines offices may be required

We believe diversity drives innovation. We are committed to inclusion across race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

Apply now