Company: The Sydney Call Centre

Location: Nova Scotia

Expected salary:

Job date: Fri, 09 May 2025 04:05:04 GMT

Job description: Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software…, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center…

The content mentions various companies and services related to customer experience and digital solutions. Key areas include:

• Provider (CXP): Focuses on customer experience management.
• Customer Service: Solutions aimed at enhancing customer interactions.
• Digital Experience Provider (DXP): Companies that specialize in managing digital user experiences.
• Account Receivables Management (ARM): Services related to managing and collecting receivables.
• Application Software: Refers to programs designed for end-users.

Specific companies listed include MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services, OnBrand24, and The Sydney Call Center, suggesting a wide range of offerings in these sectors.

The job description for the Performance Manager position at The Sydney Call Centre in Nova Scotia includes the following key responsibilities:

• Client Relationship Management: Build and maintain strong, trust-based relationships with clients to ensure satisfaction, retention, and long-term success. Serve as a key point of contact and escalation for client concerns.

• Operational Oversight: Oversee daily operations with a focus on key performance indicators (KPIs) and service level agreements (SLAs). Identify performance trends and implement action plans to address gaps.

• Performance Analysis and Reporting: Lead performance analysis and reporting efforts by developing and delivering dashboards, insights, and performance reviews to drive data-driven decision-making.

• Strategic Collaboration: Collaborate with leadership and cross-functional teams to design and implement strategic solutions that improve efficiency, quality, and client outcomes. Drive a culture of continuous improvement.

• Team Development: Coach and mentor team leads and people managers to strengthen leadership capabilities and support talent development across the organization.

• Action Plan Execution: Ensure the successful execution of action plans related to operations, training, and quality. Act as a bridge between Operations, Training, and Quality teams to align strategies and ensure smooth execution.

• Process Improvement: Identify opportunities to streamline workflows, enhance productivity, and optimize performance. Lead initiatives that support operational excellence and innovation.

Candidate Qualifications:

• Bachelor’s Degree.

• Minimum of 5 years’ experience in Performance Management, Client Services, Account Management, or a similar role, preferably in a BPO, shared services, or outsourcing environment.

• Demonstrated experience in managing and developing teams, providing coaching, and driving accountability at multiple levels.

• Strong proficiency in performance analysis, KPI tracking, and the use of reporting platforms and tools (e.g., Excel, BI dashboards).

• Proven ability to translate business challenges into actionable strategies and lead cross-functional initiatives to successful outcomes.

• Experience in a client-facing role, with excellent communication, stakeholder management, and relationship-building skills.

• Knowledge and practical experience in driving process improvement and aligning operations, training, and quality for enhanced performance.

For more details, you can visit the job posting on JobServe. (jobserve.com)