The Senior Manager, NorAm Offshore Recruiting will report to the Vice President of Shared Support Services, and will drive performance and operational excellence for our Offshore Recruiting team. Our ideal candidate is a leader with a drive to deliver extraordinary results. This role requires a fearless attitude and a passion to contribute to our culture.

• Lead and manage the Offshore Recruiting scope, coach employees on development needs, career growth and learning opportunities
• Support program execution and implementation associated with people-related change initiatives and Recruiting deliverables
• Conduct special projects as assigned
• Produce accurate and relevant metrics and reports
• Develop effective recruiting practices for offshore recruiting
• Track and report recruitment acquisition statistics
• Ensure proper planning, staffing, and direction of operational functions
• Review team performance daily to ensure optimal production is reached
• Ensure proficient training and staff development is achieved across all teams
• Analyze reports and data, highlighting Key Performance Indicators (KPIs)
• Create action plans for continuous improvement
• Ensure Service Level Agreements are met with optimum quality & service
• Authorize and coordinate staffing schedule changes
• Participate in partner calls and meetings

• A post-secondary diploma or degree with a major in Business
• 5 to 7 years of management experience in the call center industry
• HR/Recruiting experience in a fast-paced environment, a contact center setting is an asset
• Must have exceptional and effective communication skills (oral and written) with an approach that builds and nurtures strong and lasting relationships
• Detail-oriented, analytical team player with creative problem solving and project management skills
• Must be able to self-manage daily duties and time in a fast-paced, hectic, changing environment
• Ability to organize and follow-up on multiple tasks with accuracy and timeliness
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Service oriented, strategic thinker who can plan and execute for a desired result
• Ability to adapt to change and innovation
• Client relationship management experience
• Experience with managing budgets and understanding statistics
• Ability to implement change and innovation