Assistant Call Centre Manager

6 months ago

Guelph, Canada Camis Full time

Join Camis, the industry leader revolutionizing reservation systems and park management across North America. We're not just about software; we're about creating unforgettable recreational experiences. Our team is united by the belief that work should be enjoyable, fulfilling, and adaptable.

Are you ready to be our **Assistant Call Centre Manager** at the Guelph Call Centre? You'll lead with expertise and inspiration, guiding our Call Centre teams to exceed organizational objectives. From managing client projects to ensuring operational success, your role will be pivotal in driving excellence.

**Here's what you'll dive into**:

- Cultivating strong relationships across departments and with clients to ensure seamless collaboration.
- Harnessing data insights to optimize workforce management and enhance client care.
- Facilitating the smooth onboarding of new clients, ensuring a stellar experience from day one.
- Keeping a close eye on key performance metrics to maintain top-notch Call Centre performance.
- Navigating agent scheduling challenges with finesse.
- Championing professional growth opportunities for our Customer Support Analysts.
- Collaborating on training programs to elevate our team's skills and capabilities.
- Leading our involvement in exciting special projects.
- Addressing customer concerns promptly and effectively, ensuring satisfaction.
- Juggling daily tasks with precision, ensuring nothing falls through the cracks.
- Spearheading employee incentive programs and budget management.
- Playing a key role in short-term departmental planning and reporting.
- Assisting with the recruitment process to bring top talent on board.

**What you'll bring to the table**:

- High school diploma required; some post-secondary education preferred.
- Previous senior-level or managerial experience.
- 2-5 years of customer service expertise.
- Proven mentorship and coaching skills.
- Sharp attention to detail, especially when handling customer invoices.
- Familiarity with client policies and procedures.
- Exceptional verbal and written communication skills in English; fluency in French or Spanish is a plus.

**Why join us?**
- Annual salary ranging from $60,000 - $75,000, based on experience.
- Comprehensive benefits, including medical, dental, and insurance coverage.
- Retirement savings plan with employer matching.
- Ongoing professional development opportunities.
- Vibrant and inclusive workplace culture.
- Hybrid position offering the best of both worlds: a structured Monday to Friday schedule with the flexibility of remote work on Tuesdays, Wednesdays, and Fridays.

At Camis, diversity and inclusion aren't just buzzwords - they're fundamental to who we are. We're dedicated to building a team that reflects the rich tapestry of our society, fostering an environment where everyone feels valued, respected, and empowered. Join us in shaping a culture of belonging and camaraderie as we continue our mission to deliver exceptional experiences to all.

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