Contact Center Manager
7 days ago
In light of the current pandemic situation, training and work will be done remotely until further notice.
**MAJOR RESPONSIBILITIES /DUTIES**:
- Plan, direct and manage workload of the department in conjunction with company policies, procedures and client contract conditions.
- Responsible for the Client Support Specialist team in Bangalore, India.
- Propose, build and support new Call Center initiatives in order to improve the general quality and efficiency of the department’s outputs.
- Act as the Subject Matter Expert and administrator for the Client Services ticketing system : Freshdesk and Freshchat (FreshWorks suite).
- Handles employee-related matters including: conducting performance reviews, training and coaching, handling disciplinary measures, maintaining attendance records, hiring, etc.
- Coach and assist his/her Call Center Agents to ensure that procedures, quality levels and policies are met.
- Ensure that SLAs are met by closely monitoring the communication channels and providing daily, weekly, monthly and quarterly dashboards and reports.
- Build and maintain a knowledge base.
- Involvement in client implementation. Lead or participate in client/internal meetings.
- Delegating/coordinating/supervising all the different tasks the team is accountable for.
- Identify improvement opportunities to support Organizational strategies, goals and objectives
- May perform other duties as required (e.g. participate in special projects as required, reports, etc.)
**WHAT TO BRING TO THE TABLE.**
- Experience: 3 to 5 year of experience in a customer service management role
- Team lead, leadership or supervising experience is an asset;
- Superior analytical skills and problem solving abilities; Decision Making; Judgment
- Leadership skills (influencing, motivating, developing others)
- Ability to work in a fast-paced environment;
- Customer oriented; Tactfulness and Courtesy;
- Ability to multi-task; Time-management/ Organization skills;
- Excellent verbal and written communication skills;
- Listening capabilities;
- You demonstrate a positive “can do” attitude and a flexible approach;
- Language: French and English.
This is an exceptional opportunity, for the right person, to work for a great company that offers leading recognition solutions with a full range of benefits.
**Job Types**: Full-time, Permanent (7.5 hours per day)
**OTHER BENEFITS**:
Company organized ongoing social activities, offer a complete group insurance plan, RRSP, work-life balance, flexible PTO, sick days, possibility to access to an on-site gym, ongoing training & development programs, discounted or free food, Employee and Family Assistance Program, on-site parking, casual dress code, and many more.
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