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Contact Center Operations Manager

2 months ago

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

We are seeking a highly skilled Contact Center Director to lead our team at Michael Aaron Staffing, LLC. As a key member of our organization, you will be responsible for overseeing the daily operations of our contact center, ensuring maximum efficiency and cost-effectiveness.

Key Responsibilities:

  • Schedule, coordinate, and manage a team of inbound tele-support agents to provide exceptional customer service.
  • Supervise a small team of Field Repair staff to ensure timely and effective resolution of customer issues.
  • 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) to inform business decisions.
  • Assume responsibility of budgeting and tracking expenses to ensure financial sustainability.
  • Hire, coach, and provide training to personnel to maintain high customer service standards.
  • Monitor and improve ordering, telephone handling, and other procedures to optimize business processes.
  • Evaluate performance with key metrics (accuracy, call-waiting time, etc.) to drive continuous improvement.
  • Prepare reports for different departments or upper management to ensure transparency and accountability.

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.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with a problem-solving ability.
  • Bilingual skills a plus, French and English.