Manager Assistance Call Centre

2 weeks ago


Etobicoke, Canada Trident Global Assistance Inc. Full time

_**LOOKING TO WORK FOR A FAST-GROWING COMPANY?**_

If you are a highly motivated individual and posses excellent communication skills, you could be the right person for our organization. You will be managing Assistance Coordinators in a Call Centre environment. While your team operates 24/7/365 via telephone and various electronic methods, you will assist, coach, mentor and support them with your leadership and expertise. As the manager, you will be directly responsible for the performance and success of your team and for communications with senior-level contacts within our client partner companies.

This is a management-level position. Prior experience in Call Center Management is required. Supervisory and customer service leadership is a must.
- **WHAT DOES SOMEONE IN THIS ROLE DO?**_

The Manager is responsible for the day-to-day activity and development of staff within a bilingual, complex, remotely-distributed, call centre environment. In this role, you will be responsible for ensuring team performance meets and exceeds service level agreements and proactively seek ways to improve processes. The Manager will conduct regular performance reviews and coaching to ensure maximum quality and efficiency. You will also work closely with Executive Management, ensuring alignment with corporate goals and objectives as well as overall adherence to corporate policies and procedures.

**Essential Duties**

Drive a culture of Accountability, Compassion and Efficiency
- Sets performance goals and objectives in alignment with corporate goals and objectives
- Lead a team of Supervisors and front-line Emergency Assistance Coordinators towards achieving departmental goals and objectives
- Responsible for the overall performance and productivity of direct reports
- Coaching and develop Call Center team on customer service processes and best practices
- Manage metrics, performance criteria, policies and procedures to improve call centre productivity
- Develop and audit quality assurance strategies to ensure the delivery of world-class service
- Develop and maintain strategy on ensuring customer satisfaction on all service interactions
- Determine and update work procedures and workflow
- Document and communicate effectively to ensure that direct reports are informed of process changes
- Build collaborative relationships with other departments in the organization and clients
- Responsible for hiring, coaching and terminating call centre employees
- Resolve or escalate complaints in a timely and professional manner
- Other duties and responsibilities as assigned
- **ARE YOU A GOOD FIT FOR THIS POSITION? **_

**Required Qualifications**
- Minimum of 5-years of total call centre experience or 3-year of call centre management experience
- University degree or equivalent combination of education and relevant work experience
- Strong supervisory experience, including staff development
- Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
- Superior knowledge of call centre tools and technology used to manage KPIs and SLAs
- Possess practical conflict resolution skills
- Proven leader with advanced time management, planning, organizational and multitasking skills
- Strong understanding of the contact centre environment and the key levers to enhance performance and achieve performance targets
- Clear, concise and practical communication skills (both oral and written)
- An ability to hold team members accountable for job performance including adherence to set KPI's, and process
- The ability to thrive in a fast-paced, ever-changing, and high-pressure environment

**Preferred Qualifications**
- Bilingual (French - English)

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home

Work Location: Hybrid remote in Etobicoke, ON M9B 0A6

Application deadline: 2024-05-17
Expected start date: 2024-05-27



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