Contact Centre Manager

1 month ago

Dartmouth, Canada Purple Cow Internet Full time

About Purple Cow Internet:

At Purple Cow Internet, we're dedicated to revolutionizing internet, TV, and home phone services. Our mission is to drive down the overall cost of internet services, ensuring top-tier quality and affordability for our valued customers, affectionately known as the "Herd."

Job Description:

We are seeking a dynamic Contact Centre Manager to lead our customer service team into exciting new territories of operational excellence. As the leader of our customer service team, you will be instrumental in hiring, training, and coaching both new and existing team members. Your goal will be to enhance team performance, meet defined KPIs, and develop an A-level team that upholds the values and standards of Purple Cow Internet.

Key Responsibilities:

Lead a team of customer service representatives to achieve and influence KPIs designed to optimize the efficiencies of our contact center and provide customer service that wows.

Hire, train, and provide ongoing coaching to team members, ensuring professional growth and high performance.

Hold team members accountable to their KPIs, fostering a culture of accountability and excellence.

Utilize existing tools and reports in Salesforce and Amazon Connect to streamline customer interactions and enhance service quality.

Develop strategies to build and maintain an elite customer service team.

Manage daily operations of the customer service department remotely, ensuring a seamless customer experience.

Collaborate with other departments to integrate customer service perspectives into broader operational discussions.

Qualifications:

Proven experience as a Customer Service Manager or similar leadership role in customer service.

Experience with customer service technologies such as CRM systems and AI-driven tools. Must be able to optimize these technologies to improve customer experiences and operational efficiency including using AI for sentiment analysis and improving customer interactions. Must be able to manage AI tools effectively.

Knowledge of Salesforce, and familiarity with Amazon Connect is a big plus.

Ability to analyze customer data to identify trends and insights. Should be proficient in using analytics tools to monitor and report on customer service performance.

Knowledge of AI applications and automations in customer service.

Excellent leadership and communication skills, with a track record of motivating and leading high-performing teams.

Ability to work remotely and manage a team in a virtual environment.

Experience setting and managing performance metrics and KPIs.

A customer-first mentality, with outstanding problem-solving skills to address customer issues and enhance service protocols.

What We Offer:

The opportunity to work remotely with a dynamic and supportive team.

A competitive salary and benefits package.

A chance to be part of a company that is changing the landscape of internet, TV and Home Phone in the Maritimes.

Join the Purple Cow team and be a part of a company dedicated to making a difference in the world of internet services. We value our Herd and are passionate about delivering exceptional service. If you're ready to help us continue our mission and lead our customer service team to new heights, apply today

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