Contact Centre Director

4 weeks ago

Toronto, Ontario, Canada Ontario Inc. Full time
Contact Centre Manager Job Description

We are seeking a highly skilled and experienced Contact Centre Manager to join our team at Ontario Inc. as a key member of our operations team.

Key Responsibilities:
  • Hire, Train, Direct and Motivate Staff: Lead and manage a team of customer service representatives, ensuring they have the necessary skills and knowledge to provide exceptional service to our clients.
  • Market Business Services: Develop and implement strategies to promote our business services and increase revenue.
  • Plan and Control Budget and Expenditures: Manage the budget for the contact centre, ensuring that expenses are controlled and resources are allocated effectively.
  • Plan and Direct Research: Conduct research to identify areas for improvement and develop strategies to enhance our services.
  • Direct and Advise Staff in the Development and Implementation of Service Quality Assessment Strategies: Work with staff to develop and implement strategies to assess and improve service quality.
  • Plan, Administer and Control Budgets for Client Projects, Contracts, Equipment and Supplies: Manage budgets for client projects, contracts, equipment, and supplies, ensuring that resources are allocated effectively.
  • Plan, Develop and Organize the Policies and Procedures of Establishments: Develop and implement policies and procedures to ensure that our contact centre operates efficiently and effectively.
  • Represent the Company within Various Economic and Social Organizations: Represent Ontario Inc. at various economic and social organizations, promoting our business services and building relationships.
  • Assign, Coordinate and Review Projects and Programs: Assign, coordinate, and review projects and programs to ensure that they are completed on time and within budget.
Requirements:
  • Education: Bachelor's degree
  • Experience: 2 years to less than 3 years
  • Work Setting: Relocation costs covered by employer
  • Budgetary Responsibility: $100,001 - $500,000
  • Supervision: More than 20 people
  • Work Conditions and Physical Capabilities: Attention to detail, fast-paced environment, large caseload, large workload, tight deadlines, work under pressure
  • Personal Suitability: Accurate, client focus, dependability, efficient interpersonal skills, excellent oral communication, excellent written communication, flexibility, initiative, judgement, organized, reliability, team player
  • Health Benefits: Health care plan, work term: permanent, work language: English, hours: 35 to 40 hours per week

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