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Engagement Manager - Call Centre

Engagement Manager - Call Centre

TrindentToronto, ON, Canada
20 days ago
Job description

The Team

Trindent Consulting is a global management consulting firm that solves complex business problems and achieves operational efficiency for the Energy, Healthcare, and Financial Services industries. The firm’s unique approach yields between 500 – 1500% ROI within the first year. Established in 2008, Trindent Consulting has quickly garnered a reputation as a firm that will Make It Happen. It is ranked as one of Canada’s Fastest-Growing Companies by Canadian Business and GROWTH 500 for 7 years in a row. Trindent is also named one of the Fastest-Growing Consulting Firms by Consulting Magazine in 2015 through 2020. Most recently Trindent has been recognized by the Financial Times as one of the Americas' Fastest-Growing companies in 2022.

The Role

The Engagement Manager is responsible for ensuring the consistent application of project management discipline and practices from initiation through project completion and close-out. The Engagement Manager manages assigned projects typically ranging from $750K-$3MM and is responsible for the successful delivery of all tactical and strategic aspects of a project. The Engagement Manager is also responsible for identifying, pursuing, and securing additional opportunities which enhance our customers’ experience.

Travel / Visa & Other Requirements

Travel to client sites is a requirement of this role. Candidates must have a flexible travel schedule and be willing to commit to 100% travel. Engagement Managers may be assigned to work with Trindent clients anywhere in the world and must be able to qualify for a TN Visa. Thus, successful candidates must be Canadian, US or Mexican passport holders.

Candidates must be able to pass a criminal background check as part of the application process.

To access client locations, the Engagement Manager will undergo scheduled and random testing administered through the North American Substance Abuse Program (NASAP) for drugs of abuse.

Responsibilities

  • Develop / review project proposals and plans to determine timeframe, staffing requirements and resource allocation, project structure and implementation strategies and collaborate with Project Leadership to identify and mitigate project risks.
  • Confer with project staff to outline work plans and to assign responsibilities and workstream scope and actively review status reports and modify schedules or plans as necessary.
  • Deliver project status reports to management, clients and / or other necessary stakeholders.
  • Establish and maintain effective client engagement with client project team.
  • Effectively manage conflicts and ensure timely resolution of issues that could affect project success.
  • Actively monitor the delivery of project milestones and sustainable results to ensure that results are delivered on-time-in-full and within budget.
  • Participate in delivery of training programs and act as a mentor and coach for Operations professionals by providing performance feedback and support of their development plans.
  • Participate in or lead internal improvement initiatives as required and ensure team compliance to all internal policies and procedures.
  • Perform other responsibilities as necessary.

Do you have the skills to be successful in this role?

  • An MBA or equivalent postgraduate degree, or a bachelor’s degree and relevant work experience in the Financial Services sector.
  • Relevant experience of improving operational efficiency at Call Centres serving the business / insurance sector is preferred.
  • A minimum of Lean Six Sigma ‘Black Belt’ certified.
  • 3+ years of experience in operations management consulting required.
  • 2+ years of experience of successfully managing workstreams.
  • 2+ years of project management processes and methodologies.
  • Demonstrable experience in continuous process improvement.
  • Advanced proficiency in and knowledge of MS Office Suite, particularly Excel and PowerPoint (An Excel test is a standard part of our assessment process).
  • Excellent written and verbal communication skills as well as interpersonal and relationship building skills. Spanish fluency is preferred.
  • Ability to remain flexible and to successfully adapt to a variety of working environments, and be able to engage and motivate individuals within all levels of an organization.
  • Availability to travel up to 100% of the time.

    • We encourage applications from candidates who may not meet all the criteria but bring unique skills and experiences that could enrich our team.

    Trindent Consulting is committed to providing an accessible, respectful and inclusive environment for all employees and job applicants. We will provide reasonable accommodation if required. If you require any specific accommodation due to a disability or a medical need during the application process, please contact us.

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