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CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
Savings, Sales Improvement, Enhanced
Customer Experience

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JOB POSTING
  - Title:​​
  - Industry:
  - Working Hours:
  - Compensation:
  - Bonus:
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​  - Job Type:

Contact Centre Manager
Contact Centre / BPO
Days
$55K +
TBD
Director, Operations
​Mississauga, Ontario
Full Time

ABOUT OUR CLIENT:
Our client is a leading outsourced contact centre offering both inbound and outbound omni-channel communications as well as supporting back office processes. They serve FP500 clients across regulated markets from three state of the art facilities. 
PRINCIPAL ACTIVITIES:
This is a great opportunity to make an impact with a fast-growing company ensuring 100% client retention through the delivery of exceptional customer experience and over-achievement of client expectations and program objectives.

This role is accountable for leading and achieving results for an 80 seat inbound sales & service program for an industry leader in the energy vertical.

Together with 5-6 Supervisors reporting into this role, the successful candidate will lead the team and actively participate in the following activities to ensure success.
  
  • Maintain/achieve campaign objectives (service & sales) Achieving the service metrics targets set by the Operations  Director and the client
  • Monitoring and coaching of all staff on a regular and consistent basis  providing feedback based on client expectations in addition to the Quality department
  • Support all staff by assisting with and following-up with payroll issues, scheduling, references and referrals, etc.
  • Ensure accurate and timely reporting as agreed to by the company and the  client
  • Develop and implement improvements to scripting, staff responses, recording of call results, and standardizing presentation style
  • Keep record of Log-in/log-out times, adjustments, schedules, and other staff record-keeping
  • Create and implement program incentive programs from proposal to  evaluation
  • Act as  the primary contact on the Program for all stakeholders (including staff, senior management, and client).

SECONDARY ACTIVITIES:
  • Liaise with the I.T. department with regards to program set-up and creation, lead loading, incorrect reporting, etc.
  • Process enhancements, knowledgebase updates
  • Interviewing and training of staff during peak times of recruitment
  • Offering workshops to various staff and / or working with internal trainers and quality personnel
  • Any other duties and/or responsibilities as agreed to by the Director, Operations
APPLY NOW
Please attach your resume in Word format. 
Thank you.
QUALIFICATIONS:
  • At least 2 years in a similar role
  • Experience in chaotic environments – service agency background preferred
  • Inbound experience is required; Outbound is an asset
  • Inside sales experience in a similar role
  • Solid understanding of inbound call centre service metrics
  • Strong service orientation
  • Strong mentor & coach
  • Highly detailed
  • Technical orientation preferred
  • Self-starter
  • Results driven
  
EDUCATION:
  • Bachelor’s Degree in business or a related field.