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We are seeking an experienced Contact Center Director to lead a team of customer service professionals in a dynamic Global Financial Services company in Montreal. As a key member of our team, you will be responsible for managing a team of 20-25 agents who provide customer and field engineering support.
Key Responsibilities:
- Schedule, coordinate, and manage a team of inbound tele-support agents
- Schedule, coordinate, and manage a small team of Field Repair staff
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
- Collect and analyze call-center statistics (call time, resolution, general KPI's of the team)
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling, and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
- Prepare reports for different departments or upper management
Requirements:
- 8+ years of Call Center Management experience
- 8+ years of (field-based) Repair Agent Management experience
- A hardware or appliance-based background, managing agents that go onsite to customer locations to provide troubleshooting
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
- Proficient in MS Office and call center equipment/software programs
- Bilingual skills a plus, French and English