Senior Contact Centre Operations Manager
2 weeks ago
We are seeking a highly skilled Senior Contact Centre Operations Manager to join our team at Outright Consulting. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our Contact Centre and ensuring that we deliver exceptional client satisfaction.
Estimated Salary: $85,000 - $110,000 per year, depending on experience and location.
Job DescriptionThe ideal candidate will have 3-5 years of experience managing a Call/Contact Centre and possess strong leadership skills, with the ability to motivate and coach a high-performing team. They will also have advanced knowledge of Call Centre practices, metrics, and technology, as well as excellent customer service, verbal, and written communication skills.
Key Responsibilities:
- Train, mentor, and provide coaching to Customer Service Representatives on existing and new processes.
- Coach Contact Centre Representatives and provide evaluation scorecards related to call quality, email responses, and other digital channels.
- Provide direction and guidance to Contact Centre Representatives on day-to-day procedures and processes.
- Create and manage schedules for Contact Centre Representatives to ensure adequate staffing levels.
- Track and approve time and attendance, including overtime, vacation, sick, and lieu time.
- Participate in regular discussions with clients regarding service offerings, programs, processes, and customer service improvements.
- Exhibit strong knowledge of standard operating procedures to support questions from staff and provide guidance and feedback.
- Devise ways to optimize procedures and keep staff motivated.
- Ensure employees comply with regulatory requirements and adhere to processes and policies.
- Communicate issues to management requiring immediate attention and propose solutions.
- Manage customer escalations professionally and take necessary action to resolve customer issues.
- Participate in recruitment to ensure adequate staffing levels.
- Provide orientation, training plans, and onboarding for new hires.
- Conduct mid-year and annual performance reviews and provide timely feedback against KPIs.
- Create process documentation and update existing documentation to reflect operational requirements.
- Measure and report on department performance using KPIs.
- Monitor and assess customer feedback, identifying areas for enhancement.
To succeed in this role, you will need:
- 3-5 years of experience managing a Call/Contact Centre.
- Previous experience in the utility industry is an asset.
- Advanced knowledge of Call Centre practices, metrics, and technology.
- Excellent customer service, verbal, and written communication skills.
- Intermediate knowledge of PIPEDA and OEB regulations.
- Strong leadership skills and ability to motivate a team.
In addition to a competitive salary, we offer a range of benefits, including:
- A comprehensive health and wellness program.
- Professional development opportunities.
- A dynamic and supportive work environment.
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