The Operations Manager (OM) will oversee the day-to-day operations of their assigned location or assigned client. Operations Managers are responsible for people management, site Occupational Health and Safety measures, KPI management and day to day client interactions and client update dissemination. They will also support the growth of the center. OMs are responsible for the Team Leads in their site/program and will assist with the overall relationship of Cloud5 and its Clients on an ongoing basis. In conjunction with their direct Manager, they will lead initiatives to achieve superior client experience at all times.

RESPONSIBILITIES AND DUTIES

• Drive strategic plans as it relates to future planning with Cloud5 and respective Client
• Understand all Cloud5 and Client strategies and successfully communicate to all teams in the site
• Work with the Operations Team to establish an operations plan in support of all departments in accordance with the overall strategic plan and growth objectives of Cloud5 and Client
• Accountable for driving performance for all KPIs in the Site
• Provide superior leadership in a constantly changing environment
• Lead weekly team meetings, clearly outlining expectations and identifying challenges/solutions
• Weekly one on one with direct reports
• Assist in leading and motivating the Operations Team to achieve and deliver exceptional customer satisfaction to all clients in the Centre
• Handle escalated client issues as they arise at an Executive level
• Identify and prepare reports and data trending to ensure performance goals are met and corrective measures are in place as needed
• Measure Centres’ progress and adjust processes according to Cloud5 and Client expectations
• Client updates alignment and communication meetings
• Approve and process of workforce adjustment as required – often in real time
• Maintain close cooperation with Training in regard to production and enhancements to travel Other duties as required

The above statements describe the general nature and level of work being performed. This is not intended
to be an exhaustive list of all responsibilities and duties required.

QUALIFICATIONS

• A post-secondary degree in business or another relevant discipline or an equivalent combination of education and experience
• Ability to introduce and influence organizational and cultural change
• Able to promote morale and coach the team to function as highly effective leaders building a pipeline capable of consistent delivery and orderly succession between Cloud5 and their Clients
• Engaging stakeholders to support the partnership’s Mission, Vision and Values of Cloud5
• Ability to clearly communicate expectations and align achievements with corresponding rewards
• Demonstrated record of managing multiple projects and a successful history of change management
• Knowledge and experience in applying the principles of quality management to achieve process improvement and organizational effectiveness
• Prior management experience in a fast-paced changing environment is preferred
• Previous experience in the hospitality or travel industry would be an asset
• Able to incorporate both Cloud5 and Client values to strengthen service delivery
• Exceptional project and time management skills to facilitate the execution of highly complex projects
• Superior Communications skills and the ability to work effectively in a team environment
• Ability to develop and maintain constructive and cooperative working relationships with co-workers
• Plan out strategies and oversee their implementation
• Has drive, energy, and high ethical and moral standards along with the ability to cultivate a dynamic and progressive organization
• Able to apply sound judgment on a timely basis in order to deliver results as expected.
• Exhibits reasonable, unbiased, problem resolution and negotiation strategies that will benefit both Cloud5 and their Clients
• Approachable and confident with the ability to remain calm under pressure and committed to key decisions in the moment

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain
• We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter’s name and contact information on LinkedIn or by contacting corphr@cloud5.com
• If you are still unsure call 1 (877) 241-2516

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company’s fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5’s award-winning Contact Center combines innovation with skilled, highly-tenured agents to deliver sales and service that add value across any channel. The company’s 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.