Director of Contact Centre Operations

2 weeks ago

Winkler, Canada Pinnacle | Executive & Professional Search Full time

Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward through growth, change, and optimization. If you’re an experienced call centre or customer care manager who loves learning new technology, apply now


WHY WORK WITH THIS COMPANY?

This rural internet solutions company has made a big name for itself, competing with major players in the Canadian internet sector. They are currently in a period of rapid expansion and are focused on optimization, and they need a confident leader to guide the way. Expect a generous salary with additional bonuses, excellent benefits, and opportunities to make a meaningful impact on rural communities as well as the team you support.


YOUR RESPONSIBILITIES AS A DIRECTOR OF CONTACT CENTRE OPERATIONS:

* Oversee and manage team leads within the contact centre, providing training and support, and implementing strategies for improving customer experience, driving sales, and utilizing agents during downtime.

* Monitor metrics and departmental standards, ensuring team leads are reaching set goals.

* Develop strategies by assessing sales and call trends, handle times, net promoter scores, departmental costs, and customer satisfaction reports.

* Remain engaged with team leads and their direct reports; keep your finger on the pulse of the company, constantly assessing progress.

* Guide team through change management and company optimization project; identify who on the team will benefit from cross-training and development.

* Support workforce planning and HR duties within contact centre.

* Troubleshoot, handle, and resolve employee issues.


WHAT WE’RE LOOKING FOR IN A DIRECTOR OF CONTACT CENTRE OPERATIONS:

* 4+ years experience managing a call centre team with a multi-disciplinary focus

* Strong computer aptitude; familiarity with MS Excel; eager and able to learn new software for reporting and analysis

* Exceptional written and verbal communication and customer service skills

* An entrepreneurial, sales-driven, customer-focused mindset

* Strong knowledge of CX strategies and customer journeys

* Strategic and goal-driven; motivated to build and grow the department


APPLY NOW

Send a resume (quoting job number #21782) to Rhae Redekop, Senior Recruitment Consultant at rredekop@pinnacle.jobs


ABOUT PINNACLE:

Does your current job harness your full potential? As a leading recruitment firm in Manitoba with 25 industry-specialized recruiters, Pinnacle can help. Think of Pinnacle as a personal shopper: First, we get to know you — your experience, skills, career goals, and desired work culture. Next, we pick the best career opportunities from an exclusive list, many of which you will never see advertised.


Finally, once you (and our clients) have found a perfect fit, Pinnacle helps you with the details to ensure a smooth transition. Best of all, we offer this service at no cost to you. When you’re prepared to take the next step in your career, Pinnacle will be ready.


Please be advised, Pinnacle is unable to provide sponsorships for applicants outside of Canada.


Still searching for opportunities? If this Director or Contact Centre Operations role isn’t the right fit, our recruiters are seeking talent for plenty of other jobs in Winnipeg and surrounding areas. Visit our website where we post exciting new openings every week.

  • Director of Contact Centre Operations

    6 days ago

    Winkler, Manitoba, Canada Accountants Now Full time

    Unlock Your Potential as a Director of Contact Centre OperationsAre you a strategic leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving growth and optimization in a fast-paced contact centre environment? We're seeking a talented Director of Contact Centre Operations to join our team at...

  • Director of Contact Centre Operations

    6 days ago

    Winkler, Manitoba, Canada Accountants Now Full time

    Unlock Your Potential as a Director of Contact Centre OperationsAre you a strategic leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving growth and optimization in a fast-paced contact centre environment? We're seeking a talented Director of Contact Centre Operations to join our team at...

  • Director of Contact Centre Operations

    4 weeks ago

    Winkler, Canada Accountants Now Full time

    ```html July 19, 2024 Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward...

  • Director of Contact Centre Operations

    2 months ago

    Winkler, Canada Accountants Now Full time

    ```html July 19, 2024 Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward...

  • Director of Contact Centre Operations

    2 months ago

    Winkler, Canada Accountants Now Full time

    ```html July 19, 2024 Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward...

  • Director of Contact Centre Operations

    7 days ago

    Winkler, Canada Pinnacle | Executive & Professional Search Full time

    Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward through growth, change,...

  • Director of Contact Centre Operations

    5 days ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    Director of Contact Centre OperationsTake your career to the next level as a Director of Contact Centre Operations with Pinnacle | Executive & Professional Search. As a leading recruitment firm in Manitoba, we're seeking a seasoned professional to lead our client's contact centre team.About the Role:Oversee and manage team leads within the contact centre,...

  • Director of Contact Centre Operations

    6 days ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    Director of Contact Centre OperationsTake your career to the next level as a Director of Contact Centre Operations with Pinnacle | Executive & Professional Search. As a leading recruitment firm in Manitoba, we're seeking a seasoned professional to lead our client's contact centre team.About the Role:Oversee and manage team leads within the contact centre,...

  • Director of Contact Centre Operations

    6 days ago

    Winkler, Canada Pinnacle | Executive & Professional Search Full time

    Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward through growth, change,...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Canada Pinnacle | Executive & Professional Search Full time

    Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward through growth, change,...

  • Director of Contact Centre Operations

    6 days ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    Director of Contact Centre OperationsPropel your career further with this exciting opportunity as a key leader in one of Manitoba's fastest growing internet providers.As a strategic contact centre leader, you will develop and implement strategies that drive customer satisfaction and loyalty.Key Responsibilities:Develop and implement customer experience...

  • Director of Contact Centre Operations

    5 days ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    Director of Contact Centre OperationsPropel your career further with this exciting opportunity as a key leader in one of Manitoba's fastest growing internet providers.As a strategic contact centre leader, you will develop and implement strategies that drive customer satisfaction and loyalty.Key Responsibilities:Develop and implement customer experience...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    About the RoleWe are seeking a seasoned professional to lead our Contact Centre Operations team as a Director. As a key member of our organization, you will be responsible for developing and implementing strategies to drive customer satisfaction and loyalty.Key ResponsibilitiesDevelop and execute operational plans to achieve business objectivesLead a team of...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    About the RoleWe are seeking a seasoned professional to lead our Contact Centre Operations team as a Director. As a key member of our organization, you will be responsible for developing and implementing strategies to drive customer satisfaction and loyalty.Key ResponsibilitiesDevelop and execute operational plans to achieve business objectivesLead a team of...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Manitoba, Canada Accountants Now Full time

    About This OpportunityTake your career to the next level with this exciting opportunity as a Director of Contact Centre Operations with Accountants Now. As a strategic leader, you will be responsible for developing and implementing strategies to drive customer experience, sales, and operational excellence in our contact centre.Key ResponsibilitiesOversee and...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Manitoba, Canada Accountants Now Full time

    About This OpportunityTake your career to the next level with this exciting opportunity as a Director of Contact Centre Operations with Accountants Now. As a strategic leader, you will be responsible for developing and implementing strategies to drive customer experience, sales, and operational excellence in our contact centre.Key ResponsibilitiesOversee and...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Canada Pinnacle | Executive & Professional Search Full time

    Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    Job Summary:Pinnacle | Executive & Professional Search is seeking a highly skilled and experienced Director of Contact Centre Operations to join our client's team. As a key member of the organization, you will be responsible for leading the contact centre team to deliver exceptional customer experiences, drive sales, and optimize operations.About the...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

    Job Summary:Pinnacle | Executive & Professional Search is seeking a highly skilled and experienced Director of Contact Centre Operations to join our client's team. As a key member of the organization, you will be responsible for leading the contact centre team to deliver exceptional customer experiences, drive sales, and optimize operations.About the...

  • Director of Contact Centre Operations

    2 weeks ago

    Winkler, MB, Canada Pinnacle | Executive & Professional Search Full time

    Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward through growth, change,...