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Manager Contact Centre

3 months ago

Gatineau Quebec GR, Outaouais, Canada Groupe Nordik Full time

Groupe Nordik is the leading creator of wellness spa villages, including the largest Spa in North America (Chelsea, QC) as well as the largest event sauna (Whitby, ON).

Since we first opened our doors in 2005, we have grown to over 500,000 visits per year from our 3 existing locations (Nordik Spa-Nature | Chelsea (QC), Thermëa by Nordik Spa-Nature | Winnipeg (MB), and Thermëa Spa Village | Whitby (ON)).

Our team of 600 employees brings our operations to life with their innovative approach to wellness. Each team at Groupe Nordik has an important role to play in making our ambitious creations achievable.

Each one of our colleagues is a passionate individual that wants to make a difference. This passion meets innovation and allows us to grow.

What you will do:

Our Contact Center Managers oversee the day-to-day operation of our customer service hub. They support our contact center agents to ensure seamless interactions. They provide support and feedback to our agents, all while ensuring that our visitors receive the best care.

The Contact Center Manager is responsible for the performance of their team; they motivate and educate our agents to assure continued process improvement and a cohesive customer experience.

Our contact center always supports our operations and our customers. We are open Monday to Sunday, 364 days a year.

Responsibilities:

  • Oversee the day-to-day operations of the contact center
  • Provide a motivating and supportive team environment to agents and senior agents
  • Assist in the scheduling, resource planning, and KPI monitoring for agents
  • Act as a SME (Subject Matter Expert) for the contact centre team and other departments as needed to support operations
  • Manage and implement technologies for monitoring performance, agent training, and improved customer service
  • Assist in the recruitment and training of new personnel

To be successful in this position you will need:

  • A college diploma in Business administration, tourism/hospitality management, or equivalent
  • Minimum 5 (five) years of progressive experience in sales and/or customer service
  • Minimum of 2 (two) years experience in a supervisory role
  • Bilingualism in French and English is essential to support our operations outside of Quebec

Your profile stands out because of your:

  • Strong communication skills (oral and written) in French and English
  • Ability to multitask
  • Excellent interpersonal skills
  • Analytical mind and attention to detail

Salary & Benefits:

  • Competitive salary
  • Comprehensive benefits package (including telemedicine)
  • Free access to the spa for you and a plus one
  • Discounts on food, massage therapy, esthetic services, and more
  • Free access to an exercise room at the workplace
  • Personalised training and development programme.

Work schedule and status:

Salaried position at 40h/week

Contract positions available (6 months and 18 months)

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