Contact Center Director

2 days ago

Montreal, Quebec, Canada Michael Aaron Staffing, LLC Full time
Job Title: Contact Center Director

We are seeking a highly skilled Contact Center Director to lead our team of customer service professionals in Montreal. 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, 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 KPIs of the team)
  • Assume responsibility of budgeting and tracking expenses
  • 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
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Bilingual skills a plus, French and English

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