Head of Contact Centre Operations

3 weeks ago

Toronto, Canada Tre'dish Full time

The Head of Contact Center Operations will provide leadership, direction, and will manage the daily operations of the contact center, including but not limited to strategy development, team hiring and oversight, KPI tracking, call monitoring, coaching and development, implementation of new processes, and overall leadership by example, in the delivery of best-in-class sales and customer service.
- In this role, you will: _
- Supervise customer service representatives to provide on-demand in-person support or via virtual channels such as MS Teams or Zoom.
- Supervise and coach the Customer Service Representatives to ascertain that customer calls are being answered promptly, accurately, and with courtesy.
- Source and implement best in class dialer technology capable of integrating with Company's current customer tracking and servicing platform.
- Build and scale on a multi-channel outbound sales channel within the contact center environment focused on driving new customers into Company's Grocery service.
- Foster positive customer relationships by ensuring a high level of professionalism, empathy, and effective communication in interactions.
- Manage all aspects of ongoing program support including, but not limited to, call monitoring for quality, providing ongoing training support, providing client with program updates and reporting, interfacing with clients, internal departments and vendors.
- Probe, clarify and determine clients' needs to develop effective solutions.
- Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise.
- Ability to remain calm during all situations; provide constructive feedback; able to inspire teamwork and respect.
- Monitor adherence to shifts, record any discrepancies, and fill gaps when required.
- Assign administrative tasks as required and monitor performance.
- Make sure the call center is equipped with up to date and correct materials regarding service information, promotions, etc. In addition, responsible for checking the integrity of call center systems and report any identified defects.
- Implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members; conduct new hire interviewing; coordinate new hire training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.
- Conduct quality assessments of customer interactions and assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
- Collaborate with program areas to update processes and tools, leveraging technology to streamline processes and enhance the customer service experience.
- Perform other duties as assigned.
- What do you need for this position?_
- Project management experience preferred,
- Five years' experience supervising within a Call Center operation,
- Highly organized, detail-oriented,
- Critical thinking and creative problem-solving skills,
- Solid relationship building skills and ability to effectively partner with a cross-functional team,
- Must possess the ability to train and motivate staff members,
- Ability to work independently, and exercise sound judgment with regards to conflict resolution,
- Outstanding customer service, communication, and interpersonal skills,
- Adept at all applicable computer software, i.e., Microsoft Office, Word, Excel, call management system, MS Teams, Zoom and Outlook,
- Commitment to diversity, equity, inclusion and building a sense of belonging,
- Flexibility regarding the assigned work schedule is required.

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