• Work with lean six sigma methodologies and liaise with the solutions team and other local sites to improve our processes• Work with the local site managers to ensure scheduling for Centre Ice is working and we constantly meet the target set by operation• Ensure that over 90% of cases are logged within 24 hours SLA• Successfully build trackers and ensure that all data and information are store and proper analysis is conducted to investigate the root cause of the issues.• Meet weekly or monthly with key operational managers and directors to ensure the relationship are maintained • Maintained eNPS (employee satisfaction survey) over the targeted 85% all year long.

• Managing the Montreal local site and work with Manager across Canada to improve our processes using Lean Six Sigma methodologies. • Define issue, communicate and analyze data trends to facilitate root cause investigations • Work with all departments in the organization and formulate recommendation that increases customer satisfaction and operational efficiencies resulting in cost reductions of 10% year over year. • Communicate daily with upper management to facilitate change management and implementation across the sites. • Plan, organize and ensure site-scheduling criterias’ are met weekly. • Ensure direct reports objectives are met, development plan are build with smart objective and proper steps are completed to achieve desired goals• Rebuilt internal team SOPs completely to ensure everyone is aligned and processes are followed across Canada.

* Support the team leaders in the implementation of action plans to achieve their results * Make recommendations after listening and checking calls on a daily basis in order to increase the success rate of representatives within our outsourcing partners. * Increase customer satisfaction through customized training to employees * Adapt and implement a quality grid to encourage the desired behavior of representatives of outgoing calls * Act as an ambassador of the brand among outsourcing teams * Create and present clinics to outsourcers to ensure team managers have and use all the necessary tools while coaching agents * Implement a shadowing rotation between power coaching and senior mentor experts to make sure that outsourcers and in-house are aligned

* Evaluate and offer customized solutions to customers within delays * Maintain an average above 90% in customer satisfaction surveys * Exceed sales quotas and goals consistently * Remain in the top 10 of the best representatives of a team of 80 for measurable objectives * Achieve over 100% of year end required results

* Ensure accuracy of completed orders and received shipments * Establish inventory management logistics to minimize loss * Manage the accounts on a daily, monthly and yearly basis to meet legislative requirements