Job description 

A Secure Facility manger is Responsible for all site activities including people and function management.

He/she ensures that site activity and actual expenditures are according to the plan and that security measurements are met and site is compliant with client requirements.

Requirements

Duties and Responsibilities

• Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs.

• Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff.

• Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items.

• Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth. throughout the assigned account meeting and exceeding objectives.

• Follows the implementation approach for any new scope or change of scope required by the client.

• Maintaining an updated practice of COPC approaches and standards and follow up on the implementation.

• Recording statistics, user rates and the performance levels of the center and preparing reports.

• Oversee all the activities of your own team to ensure high-performance levels and efficient implementation.

• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.

• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.

• Set the operational objective of the assigned projects (Transcribers, Team Leaders, and other site support staff).

• Handle and resolving conflicts efficiently.

• Support team in challenges and inquiries.

• Act as a liaison and support team during their engagements with other departments and functions.

• Create and maintain comprehensive project documentation.

• Establish and maintain relationships with internal & external stakeholders.

• Manage team of leaders, assign tasks and monitor performance.

• Ensure daily/weekly actual performance meeting the forecast/Plan.

• Ensure site level people engagement and satisfaction.

• Ensure secure facilities policies are in place and maintained.

• Ensure team is kept up to date with their performance and any changes that impact them or their projects.

• Perform regular monthly, weekly, and daily meetings to ensure site governance and high-performance standards.

• Ownership in unexpected situations and being able to come up with solutions for solving problems, when they exist.

Skills and Qualifications

·        5 years of experience in similar role is a must, preferably in transcription, BPO or call centers

·        Experience as a Call center Manager/ Operations Account Manager

·        COPC Certified, Lean Six Sigma Green Belt & Operational Certifications are a Plus

·        Proficiency in leading both direct and virtual teams

·        Operational ability in a diverse, large-scale environment.

Work conditions:

• Work from office in Mississauga, Ontario

• Full-time Shift 

Beginning: ASAP

Number of positions - 1

Job Location: Mississauga, Ontario

Additional information:

LXT is an equal opportunity employer and ensures that no applicant is subject to less favorable treatment on the grounds of gender, gender identity, marital status, race, color, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependents, physical or mental disability. Any hiring decision is made based on skills, qualifications, and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society, and the planet.

For more information about LXT please visit our site: https://www.lxt.ai/