Senior Manager

4 weeks ago


Toronto, Ontario, Canada GS1 Canada Full time
About the Role

We are seeking a highly motivated and experienced Senior Manager to lead our Contact Centre Operations team at GS1 Canada. As a key member of our leadership team, you will be responsible for ensuring exceptional customer service and driving business growth through effective team management and strategic planning.

Key Responsibilities
  1. Lead a high-performing team of supervisors in a dynamic Contact Centre environment;
  2. Develop and implement strategies to improve customer engagement, retention, and satisfaction;
  3. Manage and analyze key performance indicators to optimize team performance and drive business growth;
  4. Collaborate with cross-functional teams to drive business objectives and improve operational efficiency;
  5. Provide leadership, coaching, and development opportunities to team members to enhance their skills and knowledge;
  6. Serve as a point of contact for internal and external stakeholders, resolving customer issues and providing exceptional service;
  7. Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation and improvement in Contact Centre operations;
  8. Ensure compliance with company policies, procedures, and regulatory requirements.
Requirements
  • Bachelor's degree in a related field or equivalent experience;
  • Minimum 3 years of Contact Centre experience with a proven track record of success in leadership and team management;
  • Strong analytical, problem-solving, and communication skills;
  • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines;
  • Experience with Contact Centre systems and tools, preferably Genesys and Microsoft CRM.

GS1 Canada is an equal opportunities employer and welcomes applications from diverse candidates. If you are a motivated and experienced leader looking to make a meaningful contribution to our team, please submit your application.



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