Manager Call Centre

6 months ago


North York, Canada Wireless DNA Inc. Full time

**Responsibilities**:
Call Centre Setup and Operations:

- Lead the setup of the call centre, ensuring all necessary infrastructure and systems are in place.
- Develop and implement efficient processes and strategies to optimize call centre operations.
- Manage a team of agents, providing guidance, support, and performance management to achieve targets.
- Implement call centre technologies and dialer systems to enhance efficiency and productivity.

Performance Management:

- Set clear performance goals and KPIs for call centre agents.
- Monitor and evaluate agent performance, providing coaching and feedback to drive continuous improvement.
- Ensure compliance with call centre policies, procedures, and industry regulations.
- Implement quality assurance measures to maintain the quality of calls.

Customer Service Excellence:

- Foster a customer-centric culture within the call centre, emphasizing exceptional customer service.
- Handle escalated customer issues, ensuring effective resolutions and customer satisfaction.
- Identify opportunities for improving the customer experience and implement strategies to enhance customer engagement and loyalty.

Reporting and Analysis:

- Develop and maintain reporting mechanisms to track and analyze call centre performance.
- Generate regular reports to evaluate call volumes, response times, conversion rates, and customer satisfaction.
- Utilize data-driven insights to identify areas for improvement and make informed decisions.

Team Leadership and Development:

- Provide strong leadership and guidance to the call centre team.
- Coach and mentor agents to enhance their skills and performance.
- Conduct performance evaluations, provide constructive feedback, and support training and development initiatives.
- Support recruitment and onboarding activities to build a high-performing team.

Qualifications:

- Minimum of 5 years of experience in call centre management or a similar role.
- Proven track record in setting up and managing successful call centre operations.
- Strong understanding of call centre technologies, processes, and best practices.
- Excellent leadership and people management skills.
- Analytical mindset with the ability to analyze data and make informed decisions.
- Exceptional communication and interpersonal skills.
- Knowledge of customer service principles and practices.
- Familiarity with call centre technologies and dialer systems.
- Strong organizational and time management abilities.

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Work Location: In person


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