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Contact Centre Manager Jobs

Manager, Contact Centres And Consumer Support
By Nissan Motor Corporation At Mississauga, Ontario, Canada
Review future state of customer experience via the contact centres, providing recommendations for change and proactively supporting continuous improvement initiatives
Excellent communication skills both verbal and written; ability to work effectively and quickly with excellent attention to detail and accuracy
Manager, Contact Centres & Consumer Support
Effective and collaborative team player, willing to support colleagues to ensure the meeting of team objectives
Job functions Include but are not limited to:
Contact Centre Training Manager
By Spyre Solutions At Greater Toronto Area, Canada
The creation and management of Knowledge Articles.
Bachelor’s Degree in a related field (e.g., Education, Business); or Bachelor’s Degree combined with relevant experience.
Collaborating with project teams on sprint transitions, creating knowledge articles, and training plans for incoming transitions.
Create knowledge checks to assess the trainee’s understanding of the material and readiness to perform the duties of the role.
Experience in Contact Centre Training, coupled with expertise on training on Contact Centre Telephony and CRM systems.
Strong knowledge of Adult Learning Principles and training delivery methods.
Administrative Assistant - Provincial Health Contact Centre
By Winnipeg Regional Health Authority (WRHA) At Winnipeg, Manitoba, Canada
3-5 years administrative experience, preferably in a healthcare environment.
Knowledge of ESP and SAP preferred.
Experience recording and preparing minutes and agendas.
Experience working with tele-triage software and IP telephony would be an asset.
Must be well organized and able to establish priorities to meet deadlines and adjust priorities to reflect changing requirements.
Must have excellent English communication skills, both oral and written.
Profit Centre Manager Jobs
By TPD® Workforce & HR Solutions At Dryden, Ontario, Canada
Previous experience or knowledge of plumbing and building products
Minimum 3 years of wholesale distribution experience
Minimum 2 years in a managerial or leadership role
Excellent interpersonal skills and sound business acumen
Knowledge of the construction industry
Competitive base salary - $60000 - $85000
Family Services Contact Centre Agent 1 (Ref: 78377)
By HM Prison and Probation Service At Prince Edward County, Ontario, Canada
Data entry of Help with Prison Visits service applications.
Dealing with prisoner location requests.
Book prison visits by telephone, e-mail and in an online portal.
Process Find a Prisoner service requests.
Post and general office support duties.
Access to learning and development
Contact Centre Operator 1 Jobs
By GardaWorld At North York, Ontario, Canada
Prepare, manage and coordinate scheduling activities for different sites
Ensure all sites are covered and scheduled in accordance with client requirements
Minimum 1 year experience in customer service
Excellent oral and written communication skills
Strong attention to detail and organizational skills
Strong knowledge of Microsoft Office Suite
Contact Centre Representative - Canadian Banking, Easyline [Td Bank]
By CareerBeacon At Dieppe, New Brunswick, Canada
Achieve your goals: consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
High School Diploma or equivalent
Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).
Flexibility, resiliency, and a positive attitude when responding to challenging situations.
Ability to work both independently and as part of a team.
Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices.
Store Manager - Metrotown Centre
By Lovisa Pty Ltd At Burnaby, British Columbia, Canada
- Store management experience for a retailer or hospitality
- Strong people management skills and thorough understanding of performance management
- Do you have a strong desire to deliver an exceptional experience to your Customer?
- Do you have experience in delivering and driving targets? (KPI’s)
- Excellent planning and organizational skills
Join the Lovisa America team:
Career Centre Manager
By Saskatchewan Indian Institute of Technologies (SIIT) At La Loche, Saskatchewan, Canada
Work with the Joint Training Committee Coordinator and the Apprenticeship system to maximize participant certification
Ensure that the Steering Committee is engaged in the Centre's activities and that members are reflective of the regions labour market
Work with employees, employers, and agencies to identify and address employment barriers
Partner with local First Nation communities to create awareness of the opportunities within the Career Centre network
Support SIIT Academic Program Coordinator(s) for the efficient delivery of training provided by the Centre by assessing participants' needs and desires
Ensure resources are allocated in accordance with the financial planning and operating budget
Contact Centre Operator Jobs
By GardaWorld At Toronto, Ontario, Canada
Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity and inclusion
Minimum 1 year experience in customer service
Previous security experience is an asset
Excellent oral and written communication skills
Strong attention to detail and organizational skills
Strong knowledge of Microsoft Office Suite
Service Advisor - Contact Centre Trainee Program
By BCAA At Burnaby, British Columbia, Canada
Keeps up-to-date with industry knowledge and competitors’ product offerings
Strong computer skills with basic knowledge of MS Office Suite Products (Word, Excel, Outlook)
Meets all prescribed sales, business-building and retention targets, BCAA and AAA/CAA Member experience goals, best practices, standards and Underwriting guidelines
Maintains a working knowledge of all BCAA Membership and Insurance manuals, best practices, standards, policies and systems
Maintains annual Insurance licensing requirements
2 years’ experience in a Sales and Service environment
Service Advisor - Member Contact Centre
By BCAA At Burnaby, British Columbia, Canada
Keeps up-to-date with industry knowledge and competitors’ product offerings
Strong computer skills with basic knowledge of MS Office Suite Products (Word, Excel, Outlook)
Meets all prescribed sales, business-building and retention targets, BCAA and AAA/CAA Member experience goals, best practices, standards and Underwriting guidelines
Maintains a working knowledge of all BCAA Membership and Insurance manuals, best practices, standards, policies and systems
Maintains annual Insurance licensing requirements
2 years’ experience in a Sales and Service environment
Temporary Full-Time Service Advisor, Member Contact Centre
By BCAA At Burnaby, British Columbia, Canada
Keeps up-to-date with industry knowledge and competitors’ product offerings
Strong computer skills with basic knowledge of MS Office Suite Products (Word, Excel, Outlook)
Meets all prescribed sales, business-building and retention targets, BCAA and AAA/CAA Member experience goals, best practices, standards and Underwriting guidelines
Maintains a working knowledge of all BCAA Membership and Insurance manuals, best practices, standards, policies and systems
Maintains annual Insurance licensing requirements
2 years’ experience in a Sales and Service environment
Contact Centre Operator Jobs
By GardaWorld At North York, Ontario, Canada
Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity and inclusion
Minimum 1 year experience in customer service
Previous security experience is an asset
Excellent oral and written communication skills
Strong attention to detail and organizational skills
Strong knowledge of Microsoft Office Suite
Contact Centre Supervisor Jobs
By Teleperformance At Toronto, Ontario, Canada
Demonstration of strong time and work management skills with a progressive, people forward attitude.
Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations
Autonomous - We encourage and trust your decision making skills.
Progressive work environment- If you have skills to prove we have all ladders for you to grow
Monitors and manages absenteeism and punctuality
Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
Contact Centre Agent (Administrative)
By SmileTown - Just Kids Dentistry At Cambridge, Ontario, Canada
Previous Dental Administrative experience is a must!
- Use of Recall Manager and Treatment Manager system.
Cambridge, ON N3H 4R8: reliably commute or plan to relocate before starting work (required)
Customer service: 1 year (preferred)
Dental office: 1 year (preferred)
- Answer and direct incoming telephone calls, emails, and faxes
Contact Centre Quality Analyst
By Tech Mahindra At Riverview, New Brunswick, Canada
Carry out Quality Initiatives Should have the maturity/experience to manage skilled resources.
Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model, etc.
Good knowledge of handing voice call, chat & email writing skills
Education Qualification Essential: High School Diploma or GED
The candidate should have excellent problem-solving capabilities and lateral thinking skills.
Data Analysis – Strong Analytical skills with an ability to draw conclusions from data (Root Cause Analysis for process deviations)
Manager, Contact Centre Infrastructure
By Randstad Canada At Markham, Ontario, Canada
• Experience in dealing with sophisticated problems and quick turnaround requirements in a fast paced environment
• Broad knowledge of Unified Communication, Contact Centre systems, Telephony System and IVR System
• Exceptional written and verbal communication skills, organizational skills, and attention to detail
• Some Financial experience and understanding of IT contracts a strong asset
• Coordinate installations, configurations, and maintenance / upgrades with third-party vendors
• Degree in Computer Science, Computer Engineering or Information Technology
Connections Contact Centre Rep (Hybrid: Thorold, On)
By Enbridge At Thorold, Ontario, Canada
Effectively communicate all benefits and potential savings of natural gas versus other fuels.
Call handling aspect of position amounts to 95% of job responsibilities
Communicate marketing programs relating to DSM and refer customers to other incentives or rebates offered by various government agencies
Secondary school education or equivalent
Must demonstrate previous excellent customer service skills
Excellent communications skills: verbal, presentation & written styles.
Contact Centre Agent Jobs
By Sun International At Table Bay, Newfoundland and Labrador, Canada
2-3 Years’ experience in the hospitality or service industry in a front office; reservations, switchboard or call centre environment
Compile and communicate confirmation letters to clients, as per their booking requirements
The routing of calls to relevant people and or departments received via the switchboard;
Facilitating the logging, monitoring and resolution of in-house guest prompt response queries and issues
Upsell bookings to achieve best available rates on all booking requests; and convert calls to bookings/reservations where relevant
3-Year Hotel School Diploma is an advantage

Are you looking for a challenging and rewarding role in a fast-paced contact centre environment? We are looking for an experienced Contact Centre Manager to lead our team to success! You will be responsible for managing the day-to-day operations of the contact centre, ensuring customer satisfaction and driving performance. If you have a passion for customer service and a proven track record of success, we want to hear from you!

Overview:

A Contact Centre Manager is responsible for overseeing the daily operations of a contact centre. They are responsible for managing staff, ensuring customer satisfaction, and developing strategies to improve customer service. They must also ensure that all customer inquiries are handled in a timely and efficient manner.

How To Become an Contact Centre Manager:

To become a Contact Centre Manager, you will need to have a bachelor’s degree in business, management, or a related field. You will also need to have experience in customer service and/or management. Additionally, you may need to obtain certifications in customer service, contact centre management, or other related areas.

Contact Centre Manager Skills:

• Excellent customer service skills
• Knowledge of contact centre operations
• Ability to manage and motivate staff
• Excellent communication and interpersonal skills
• Ability to develop and implement strategies
• Knowledge of customer service software
• Ability to analyze data and make decisions
• Knowledge of contact centre technology
• Ability to manage multiple tasks simultaneously

What is Contact Centre Manager Knowledge?

• Knowledge of customer service best practices
• Knowledge of contact centre operations
• Knowledge of contact centre technology
• Knowledge of customer service software
• Knowledge of contact centre metrics
• Knowledge of customer service trends
• Knowledge of customer service regulations
• Knowledge of contact centre processes

What is Contact Centre Manager Responsibilities?

• Manage daily operations of the contact centre
• Develop and implement strategies to improve customer service
• Monitor customer service metrics and performance
• Ensure customer inquiries are handled in a timely and efficient manner
• Train and motivate staff to provide excellent customer service
• Analyze customer service data and make decisions
• Develop and implement customer service policies and procedures
• Monitor customer service trends and adjust strategies accordingly

What is Contact Centre Manager Experience?

• Previous experience in customer service or management
• Experience in contact centre operations
• Experience in developing and implementing customer service strategies
• Experience in training and motivating staff
• Experience in analyzing customer service data
• Experience in developing and implementing customer service policies and procedures
• Experience in monitoring customer service trends

What is Contact Centre Manager Qualifications?

• Bachelor’s degree in business, management, or a related field
• Certifications in customer service, contact centre management, or other related areas
• Knowledge of customer service best practices
• Knowledge of contact centre operations
• Knowledge of contact centre technology
• Knowledge of customer service software
• Knowledge of contact centre metrics
• Knowledge of customer service trends

Contact Centre Manager Education:

• Bachelor’s degree in business, management, or a related field
• Certifications in customer service, contact centre management, or other related areas
• Courses in customer service, contact centre operations, or other related areas

Tools to Help Contact Centre Manager Work Better:

• Customer service software
• Contact centre technology
• Customer relationship management (CRM) software
• Analytics software
• Automation software
• Reporting software
• Quality assurance software

Good Tips to Help Contact Centre Manager Do More Effectively:

• Develop and implement strategies to improve customer service
• Monitor customer service metrics and performance
• Train and motivate staff to provide excellent customer service
• Analyze customer service data and make decisions
• Develop and implement customer service policies and procedures
• Monitor customer service trends and adjust strategies accordingly
• Utilize customer service software and contact centre technology

Common Contact Centre Manager Interview Questions:

• What experience do you have in customer service or management?
• What strategies have you implemented to improve customer service?
• How do you motivate staff to provide excellent customer service?
• How do you analyze customer service data and make decisions?
• What customer service policies and procedures have you developed and implemented?
• How do you monitor customer service trends and adjust strategies accordingly?
• What customer service software and contact centre technology do you have experience with?