Open Roles at BURN

Summary of the Role

• The employee will ensure delivery of high-quality customer service within Customer Experience. This position is responsible for designing, implementing, and overseeing quality assurance programs to enhance the skills and performance of all call center agents.
• The ideal candidate should possess a strong background in quality assurance, PAYGO Collection, and a deep understanding of call center operations. Experience in Call center training and quality is an added advantage.

Duties and Responsibilities

• Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards.
• Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.
• Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency.
• Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement.
• Data Analysis & KYC Checks - Analyze quality monitoring data to identify trends, patterns, and concerns related to agent performance, customer satisfaction, and compliance. Conduct daily KYC checks and provide feedback to the Agent care support team.
• Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents.
• Compliance Monitoring - Stay informed about regulatory requirements and industry standards related to customer interactions and collections and ensure that agents adhere to all relevant regulations and policies.
• Training and Development - Identify training needs and develop training materials and programs to address skill gaps and enhance agent performance in customer interactions and collections.
• Technology Utilization - Ensure all calls are recorded, archived and retrievable as required.
• Customer Feedback Analysis - Analyze customer feedback, complaints, and satisfaction surveys to identify recurring issues or areas for improvement in customer service delivery and recommend appropriate actions.
• Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.
• Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability.
• Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management. 

BURN Ambassador

• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement for our services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience

• Bachelor’s degree in business administration, Communication, or related field.
• Proven experience in call centre operations, with a focus on quality assurance and performance management.
• Strong Knowledge of English and French (Must have both)
• Strong analytical skills with the ability to interpret data and trends effectively.
• Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively.
• Detail-oriented with a commitment to accuracy and precision.
• Proficiency in call centre technologies and quality assurance tools.
• Knowledge of industry regulations and compliance requirements.
• Ability to multitask and prioritise tasks in a fast-paced environment.

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About the role

• The Senior Facilities Manager leads and standardizes facilities operations across all company sites globally. This includes oversight of buildings, utilities, infrastructure, fleet, and compliance, while managing regional Facilities Officers to ensure consistent implementation of company standards across all countries. The role focuses on facility-related maintenance, not machine or equipment maintenance, which is handled by the Maintenance Manager.
• The ideal candidate has strong experience in industrial environments, particularly within sheet metal manufacturing, where space utilization, utilities management, and compliance are critical.

Duties and Responsibilities:
Global Facilities Management & Infrastructure

• Oversee all factories, warehouses, and offices across all regions to ensure compliance with company standards.
• Lead site expansions, upgrades, and relocations, and support layout optimization projects.
• Lead facility audits globally and ensure corrective actions are implemented by regional teams.
• Ensure consistent standards for building safety, security, utilities, waste management, and infrastructure across all locations

Global Coordination & Team Leadership

• Lead and mentor regional Facilities Officers across multiple countries.
• Develop and enforce global facilities SOPs, standards, and checklists for uniform execution.
• Conduct regular training and capability-building sessions for regional teams.
• Ensure timely reporting, issue escalation, and alignment between regions and HQ.

Facilities-Related Maintenance Oversight

• Supervise and coordinate facility-related maintenance activities with the regional facilities and maintenance teams: buildings, utilities, compressed air lines, drainage, firefighting systems, HVAC, water supply, lighting, and infrastructure.
• Review preventive maintenance plans for facilities and ensure implementation by regional teams.

Global Fleet Management

• Oversee the management of company vehicles across all countries, including motorbikes, vans, trucks, and service vehicles. 
• Implement global fleet policies covering usage, safety, preventive maintenance, driver qualification, and vehicle assignment.
• Ensure compliance with local regulations for licensing, insurance, and inspection.
• Monitor fuel consumption, mileage tracking, and vehicle utilization to improve efficiency and reduce operating costs.
• Coordinate with regional teams on vehicle procurement, disposal, and replacement cycles based on asset life and cost-benefit analysis.
• Manage accident reporting in collaboration with the health and safety officer, repairs, insurance claims, and root-cause analysis for recurring fleet incidents.
• Introduce and maintain GPS tracking systems where applicable to improve accountability and fleet visibility. 5. Budgeting & Cost Control
• Develop and manage the global facilities budget, including utilities, building repairs, facility consumables, and capital projects.
• Track facility-related expenditure across all regions and drive cost-efficiency.
• Evaluate and approve facility upgrades and renovations.
• Support planning and execution of CAPEX projects related to buildings, utilities, factory expansions, and infrastructure improvements.

Vendor & Contractor Management

• Oversee selection and performance of contractors globally for construction, facility repairs, cleaning, security, landscaping, pest control, waste disposal, and utilities servicing.
• Ensure vendor compliance with safety, quality, and service-level expectation.

Continuous Improvement & Collaboration

• Lead continuous improvement initiatives across facility operations, energy optimization, waste reduction, safety improvements, and digital recordkeeping.
• Support new project and products launches by ensuring facilities readiness across regions.

Skills and Experience

• Bachelor’s degree in mechanical, Electrical, Industrial Engineering, or Facilities Management.
• 7+ years of facilities management experience in a manufacturing environment (sheet metal preferred).
• Experience managing multi-site or multi-country facility operations is strongly preferred.
• Strong knowledge of utilities, industrial infrastructure, and compliance requirements.
• Proven ability to lead technical teams and coordinate cross-region activities.

Key Competencies

• Strong leadership and cross-cultural communication skills.
• Action oriented and result driven mindset.
• Problem-solving, and root-cause analysis abilities.
• Ability to manage multiple projects in different countries simultaneously.
• Strong vendor management and negotiation skills.
• Ability to thrive in fast-paced industrial environments.