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Job Description

Do you have experience as a manager in a call center? Are you a natural born leader? If so, we would like to meet you! We are currently searching for a Call center Manager to be part of our clients’ team of experts specializing in the beauty and cosmetics industry.

Your tasks as a Call center Manager:

  • Ensure that performance requirements, standards, and results are maintained, including established service level targets, individual and team quality and productivity results and customer satisfaction levels
  • Ensure a high level of employee morale is maintained and that staff is motivated and supportive of established objectives, policies and programs
  • Implements and directs programs to improve morale, retention, and operating efficiency
  • Meet or exceed established associate engagement and retention targets
  • Provide ongoing coaching and feedback and implements staff training requirements to ensure the development of associates, consistent with the promotional opportunities available and individual employee career objectives
  • Oversees the Executive Escalations’, Customer’s Technical Issues and Second Level Help Desk complaints and work with other departments in the organization to share the customer’s feedback and come up with solutions
  • Project manage the conception and implementation of solutions, processes and procedures into the call center
  • Administer the overall Representative experience including analyzing the Representative satisfaction survey, partnering cross-functionally to find solutions and communicating to Representatives the outcome
  • Oversee Campaign Support planning, Customer and Internal Communications in order to avoid and minimize repeat calls
  • Diligently work with Finance to develop the call center yearly budget/plan and review monthly results and reduce gaps
  • Evaluate the effectiveness of call handling quality and its relationship to customer satisfaction; directs changes in procedures and standards for call handling quality
  • Work closely with Human Resources to ensure appropriate record keeping and effective associate performance management
  • Oversee the management of internal controls to mitigate the company’s liability
  • Ensure consistency across the operations in the execution of local and national policies and procedures
  • Partner with Workforce Planning, Training, and Human Resources to maintain appropriate staffing levels
  • Spearhead performance improvement programs to ensure the proper training and skills levels of each team in the delivery of required service levels

The required qualifications for the Call center Manager position:

  • Have a University Degree and 7 – 10 years Call Center Management experience in an innovative inbound environment
  • Must have prior experience in CRM applications as well as quality and productivity standards and certification requirements for CSR’s and supervisory staff
  • Be able to demonstrate an advanced understanding and experience managing in an environment with the following technology (ACD, IVR, CMS, Verint) and its impact on service levels and individual performance
  • Have strong analytical skills
  • Be proficienct in Microsoft office (Word, Excel, PowerPoint)
  • Fluently bilingual in French in English (spoken and written)
  • Understand the management ramifications of the legalities that impact hiring, overtime, monitoring, promotion and performance evaluation
  • Collaborate and inspire teamwork and the commitment of subordinates, peers and supervisors
  • Effectively interpret policy and guide subordinates in their interpretation resulting in fair, equitable and responsive management staff
  • Manage the development of contact center staff
  • Financial Planning and budgeting experience are an asset
  • Project Management and Continuous Improvement Experience is an asset

Don’t miss this opportunity, apply now!

Contact Details

For more information please call 514-227-4640 x 274 or email your resume directly to [email protected]