Call Center Manager Jobs

If you are looking to be a part of a fast-paced growing company that not only values people, but is committed to delivering an exceptional brand experience then Pizza Nova is the place for you. If you love to connect brands with people say CIAO!

We are searching for a Call Centre Manager to join our team. Reporting to the General Manager, Call Centre, you will be responsible for call center agent management. This position will oversee effective workflow distribution, agent responsiveness and quality assurance to deliver excellent customer service. This is a hands-on role that requires exceptional interpersonal skills with the ability to lead by example and motivate fellow team members.

Key Accountabilities:

• Update data base, customer, street, store and product files. Keep employees apprised of new policies, stores, products.
• At the end of the evening, check to be sure that the OPX have logged out and their associated ports have been closed to ensure the main systems security overnight.
• Keep oneself informed of what takes place on the previous shift(s) by reading call-backs and escalated reports.
• Ensure that the Call Centre opens at 10:00 am from Monday to Sunday when assigned a day shift.
• Maintain required staffing levels. Review and adjust schedule daily.
• Troubleshoot problems arising with employees, customers and franchisees.
• Ensure future orders are looked over and are properly processed. Place on appropriate day specific clip-board.
• Provide a safe and professional work environment where employees can feel at ease to voice ideas and concerns.
• Check that phones and computers are all functioning. Make necessary arrangements if problems are found.
• Maximize productivity by adhering to and enforcing company policy with all employees, Franchisees and customers.
• Provide information to internal & external customers regarding our product, large orders, future orders and/or any other concerns.
• Just before leaving for the night send the closing message to the stores.
• At end of evening ensure all access door have been manually locked, any kitchen appliances have been turned off and the garbage has been collected in the appropriate place for pick up.
• Maintain the focus of the staff, in the call centre and at home on providing all of our customers (internal and external) outstanding service
• Resolve customer concerns in a timely manner.
• Turn off call centre lights and set all alarms before leaving, manually locking the door as you leave.
• Review service levels set by the company president. Use available resources to maintain those levels.
• Aide in the smooth operation of the call centre. This requires that the manager be aware of what is happening in the call centre with the employees. The call centre manager must be clear with what is expected from employees, what is acceptable and unacceptable behaviour and the consequences of said behaviours.
• Consistently promote Pizza Nova values with all employees, franchisees and customers.
• Provide the resources needed, now and in the future, by the staff to maximize the number of customers and franchisees they assist

Key Qualifications:

• Ability to maintain concentration and work effectively within a fast-paced, open-concept environment.
• QSR or retail experience preferred but not mandatory.
• Post-secondary education (college or university) is preferred.
• Superior relationship management practices with internal and external customers.
• Demonstrated superior customer service and relationship building skill.
• Strong written and verbal communication skills and grammatical accuracy is a must
• Positive customer-focused attitude, excellent organizational skills and attention to detail.
• 3-5 years of experience call centre management experience.
• The ability to excel at balancing priorities.
• Superior MS Office skills (Word/Excel/PowerPoint/Outlook).
• Experience working in a fast-paced environment and acting as the liaison with internal. departments i.e., Operations, Franchising, Human Resources, Marketing, etc.
• The ability to achieve results and continuously strive to deliver the highest performance.
• Exceptional verbal and written communication skills.