Contact Centre Operations Manager

3 weeks ago


Stittsville, Canada AutoShack.com Full time

**Job Title: Contact Center Operations Manager**

**Location**: Onsite, Stittsville, Ontario

**Company Overview**:
**Position Overview**:
**Key Responsibilities**:
**Leadership & Team Management**:

- Directly oversee offshore teams (Philippines and South America) and onsite staff, ensuring high performance and operational alignment.
- Lead, mentor, and develop a team of Customer Service Representatives (CSRs) to achieve sales targets and deliver exceptional customer experiences.
- Conduct regular performance reviews, coaching sessions, and professional development initiatives to maintain team motivation and engagement.

**Operational Excellence**:

- Manage customer interactions across e-commerce platforms (AutoShack.ca, Amazon, eBay, Walmart) and retail-specific inquiries.
- Ensure team proficiency in key tools, including NetSuite ERP, Salesforce Commerce Cloud, and Talkdesk CRM, to enhance productivity and issue resolution.
- Monitor and analyze performance metrics (e.g., response times, sales conversion rates, customer satisfaction scores) and implement improvement strategies.

**Technology & Innovation**:

- Drive the adoption of AI-driven tools and technologies to enhance automation and streamline workflows.
- Implement scalable processes to support the growth of AutoShack’s retail division.

**Customer Focus**:

- Oversee the integration of retail store support, including returns, buy-online-pick-up-in-store (BOPIS) orders, and localized inquiries.
- Ensure agents have a strong understanding of automotive products to provide accurate recommendations and upsell opportunities.
- Focus on achieving high first-contact resolution rates to improve the overall customer experience.

**Cross-Department Collaboration**:

- Work closely with the Retail Operations team to ensure alignment between contact center activities and store-level processes.
- Collaborate with other departments, including IT and Marketing, to support the seamless execution of campaigns and new initiatives.

**Qualifications and Skills**:
**Experience**:

- 7+ years of contact center operations experience, with a minimum of 5 years in a leadership role.
- Proven success in managing offshore teams in a high-volume, fast-paced environment.
- Strong background in e-commerce, including Amazon, eBay, and multi-channel customer support.

**Technical Skills**:

- Proficiency in NetSuite ERP, Talkdesk CRM, Salesforce Commerce Cloud, and AI-driven tools.
- Strong analytical skills for tracking and optimizing performance metrics.

**Soft Skills**:

- Exceptional leadership and team-building abilities, with a focus on motivation and engagement.
- Strong problem-solving and decision-making skills in dynamic environments.
- Excellent written and verbal communication skills. Bilingualism (English and French) is an asset.

**Compensation**:

- Competitive salary based on experience.
- Performance-based bonus structure tied to key metrics, including customer satisfaction, team productivity, and operational efficiency.
- Comprehensive benefits package, including health and dental coverage.

**Application Process**:
**Job Types**: Full-time, Permanent

Additional pay:

- Commission pay

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Schedule:

- Day shift

Ability to commute/relocate:

- Stittsville, ON K2S 1E7: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 7 years (preferred)
- Operations management: 3 years (required)
- Call center: 7 years (required)

**Language**:

- English (required)
- French (preferred)

**Location**:

- Stittsville, ON K2S 1E7 (required)

Work Location: In person



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