Call Center Operations Leader

3 weeks ago


Moncton, New Brunswick, Canada Medisca Pharmaceuticals Inc. Full time

Overview: Medisca Pharmaceuticals Inc. is seeking a dedicated Call Center Supervisor to enhance our 24/7 customer support operations. This role is pivotal in ensuring we deliver outstanding service to our clients and partners.

Reporting Structure: The selected candidate will report directly to the Director of Customer Contact and will be tasked with leading a team of corporate receptionists within the contact center.

Opportunity: This position is ideal for individuals with prior management experience in a call center setting who are eager to apply their expertise and commitment to both employees and customers in a stable and expanding organization.

About Medisca: As a family-owned business, Medisca has a workforce of over 5,000 employees. We specialize in designing and manufacturing pharmaceutical products, ensuring that exceptional customer support and a profound understanding of client needs are at the forefront of our operations.

Key Responsibilities:

  • Lead a team of 5-10 personnel in a dynamic 24/7 contact center environment.
  • Provide coaching focused on skill enhancement to boost performance, productivity, sales, and customer satisfaction.
  • Assess, monitor, and identify performance gaps to meet organizational performance objectives.
  • Organize and prioritize training and development initiatives to elevate team knowledge and skills.
  • Collaborate with stakeholders to fulfill hiring and scheduling requirements to achieve service level targets.
  • Ensure compliance with all internal policies and procedures while managing risks.
  • Support ongoing career development and advancement opportunities for team members.
  • Oversee the delivery of KPIs and conduct performance evaluations.
  • Address customer and branch complaints and escalations as necessary.

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