Call Centre Manager Jobs

Our client, a manufacturer and supplier of building products with locations across Ontario is seeking a Call Centre Manager to join their team. This is a remote opportunity which requires attending a monthly management meeting in the Kawarthas.

The Call Centre Manager will be responsible for overseeing the daily department operations and will lead a team of Call Centre Representatives.

Responsibilities:

· Manage and lead a diverse team.

· Provide coaching, training, and mentoring and support employee engagement.

· Develop departmental policies, objectives, and best practices.

· Ensure customer service excellence through championing a customer centric culture.

· Collect and analyze statistics and make data driven decisions and improve operations.

· Prepare reports on KPIs and maintain compliance with targets.

· Identify opportunities to improve and refine processes.

· Establish service targets and maintain accountability.

· Manage and maintain call centre technology and identify system upgrades.

· Responsible for department budgeting and tracking expenses.

· Ensure effective resource planning.

Qualifications:

· 5+ years of leadership experience in a call centre environment.

· Familiarity with Power Dialer and CRM Software.

· Excellent communication and interpersonal skills.

· Analytical with a solid understanding of reporting and budgeting procedures.

· Ability to prioritize work and be flexible.

· Experience managing outbound/inbound calls and lead generation.