Manager, Contact Center Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee, manage, and control the daily operations and activities of the designated team or customer account.

• Ensure adherence to both new and existing guidelines and procedures to deliver exceptional service and customer care.

• Advocate for the execution and delivery of company initiatives and strategies, including collaboration with Development for successful deployments.

• Provide continuous feedback through coaching, corrective action plans, performance assessments, and SMART goal setting.

• Achieve or surpass queue performance targets to enhance the customer experience.

• Encourage a positive work atmosphere by promoting communication and teamwork.

• Ensure effective communication within the Center and with key external partners.

• Drive operational enhancements by identifying and implementing improvement opportunities.

• Collaborate with Account Management to elevate customer experience and minimize churn.

• Work with HR to optimize recruitment strategies and manage staffing needs.

• Assist in recruitment and onboarding processes, including recommending improvements.

• Engage in meetings with current or prospective clients as needed.

⛳️ Requirements

• Bachelor's degree in business or a related field, or a combination of education and experience.

• 5+ years of experience in call center management or operations management.

• Proven experience in managing large, diverse teams across multiple sites.

• Background in Process Management, Product Management, and Quality Management.

• Strong cross-functional negotiation and influencing skills to resolve issues and challenges.

• The Center operates from 7:00 am to 11:00 pm Monday through Friday and 8:00 am to 9:00 pm on Saturdays, closed on Sundays, and has limited operations during Canadian holidays. Flexibility to work within these hours is required, with hours subject to change with notice.

• A criminal background check is mandatory.

• Some travel may be necessary.

• Bilingualism is considered an asset.

• Experience in the automotive sector is advantageous.

🏝️ Benefits

• An opportunity to join a team of professionals dedicated to innovation, initiative, integrity, and teamwork.

• A full-time work schedule comprising 40 scheduled hours per week.

• Comprehensive benefits package available after 3 months of employment.

• Company-matched RRSP Plan.

• Access to our employee assistance program.

• Monthly Bonus Plan.