Manager, Contact Center

2 weeks ago

NiagaraontheLake, Canada Andrew Peller Limited Full time

**_#BeExtraordinary_**
- At Andrew Peller Limited (APL), we deliver the perfect brand experience for every lifestyle, occasion, and generation. Through collaboration, open communication, honesty, drive to win, and accountability, _**_we inspire teammates to be extraordinary every day._**

**_
Who We Are_**
- We are of Canada's largest and oldest wine companies with a rich heritage in quality winemaking. _
- We produce some of Canada's most recognized brands and offer our teammates a challenging and rewarding employment experience._**_We are looking for a teammate with:_**
- This position requires a high level of coaching, analytical skills, interpersonal and administrative abilities as well as an in-depth knowledge of EWG operations.
- Software: Word, Excel, Power Point, Magento, Open Table, Sales Force and Talk Desk are asset
- University or College degree in Business Administration or Sales/Marketing; Hospitality an asset
- Minimum 5 years working in or with Call Centre environment

**_ This teammate will be accountable for:_**
- Establishes contact centre best-practices, including development and continuous improvement of people, process and technology, to propel customer experiences forward and to deliver consistent prestige service to our customers.
- Establishes and/or enhances "right" metrics to ensure that people know how they are doing, and that the effort being measured supports the goals of the organization.
- Measures and interprets metric data to create tactical and strategic plans that improve customer and employee satisfaction, revenue and decreases costs.
- Ensures that the valuable "Voice of the Customer" insights received through customer interactions are compiled, shared and leveraged so that the organization as a whole can understand, adapt and improve.
- Creates optimal staff schedules through forecasting needs using historical volumes and input from marketing initiatives.
- Works with People & Culture to ensure that sufficient qualified seasonal staff are hired, trained an in place in a timely and cost-effective manner.
- Coaches and develops the team through regular discussions with a balanced scorecard approach using tools such as KPI's, company values, quality monitoring, customer and peer feedback.
- Mentors leaders who do not have a contact centre background to become proficient in best practices.

Andrew Peller Limited is committed to meeting the needs of persons with temporary and/or permanent disabilities in a way that allows them to maintain their dignity and independence. We are happy to discuss any need for accommodation in the workplace and will make an effort to meet those needs a timely manner by preventing and removing barriers to accessibility in the areas of information, communications, and employment.

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