Contact Center Director

3 days ago

Montreal, Quebec, Canada Michael Aaron Staffing, LLC Full time
Job Description

We are seeking an experienced Contact Center Director to lead our team at Michael Aaron Staffing, LLC. As a key member of our organization, you will be responsible for managing a team of 20-25 agents who provide customer and field engineering support.

Key Responsibilities:
  • Schedule and Coordinate Team Members: Oversee the daily operations of a team of inbound tele-support agents and a small team of field repair staff.
  • Resource Planning: Conduct effective resource planning to maximize the productivity of resources, including people and technology.
  • Performance Metrics: Collect and analyze call-center statistics, including call time, resolution, and other key performance indicators.
  • Budgeting and Tracking: Assume responsibility for budgeting and tracking expenses.
  • Training and Development: Hire, coach, and provide training to personnel to maintain high customer service standards.
  • Process Improvement: Monitor and improve ordering, telephone handling, and other procedures.
  • Performance Evaluation: Evaluate performance using key metrics, such as accuracy and call-waiting time.
  • Reporting: Prepare reports for different departments or upper management.
Requirements:
  • Call Center Management Experience: 8+ years of experience in call center management.
  • Field Repair Management Experience: 8+ years of experience in managing field repair staff.
  • Hardware or Appliance Background: A hardware or appliance-based background, managing agents who go onsite to customer locations to provide troubleshooting.
  • Reporting and Budgeting Skills: Solid understanding of reporting and budgeting procedures.
  • Financial Analysis: Experience in basic financial analysis, including cost-effectiveness and cost-benefit analysis.
  • Technical Skills: Proficient in MS Office and call center equipment/software programs.
  • Communication and Interpersonal Skills: Outstanding communication and interpersonal skills.
  • Leadership and Problem-Solving Skills: Excellent organizational and leadership skills with a problem-solving ability.
  • Bilingual Skills: Bilingual skills in French and English are a plus.

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