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Director of Contact Centre Operations

2 months ago

Winkler, Manitoba, Canada Pinnacle | Executive & Professional Search Full time

Job Summary:

Pinnacle | Executive & Professional Search is seeking a highly skilled and experienced Director of Contact Centre Operations to join our client's team. As a key member of the organization, you will be responsible for leading the contact centre team to deliver exceptional customer experiences, drive sales, and optimize operations.

About the Role:

The successful candidate will have a proven track record of managing a contact centre team with a multi-disciplinary focus, driving sales, and improving customer experience. You will be responsible for developing and implementing strategies to achieve business objectives, monitoring metrics and departmental standards, and ensuring team leads are reaching set goals.

Key Responsibilities:

  • Oversee and manage team leads within the contact centre, providing training and support, and implementing strategies for improving customer experience, driving sales, and utilizing agents during downtime.
  • Monitor metrics and departmental standards, ensuring team leads are reaching set goals.
  • Develop strategies by assessing sales and call trends, handle times, net promoter scores, departmental costs, and customer satisfaction reports.
  • Remain engaged with team leads and their direct reports; keep your finger on the pulse of the company, constantly assessing progress.
  • Guide team through change management and company optimization project; identify who on the team will benefit from cross-training and development.
  • Support workforce planning and HR duties within contact centre.
  • Troubleshoot, handle, and resolve employee issues.

Requirements:

  • 4+ years experience managing a call centre team with a multi-disciplinary focus.
  • Strong computer aptitude; familiarity with MS Excel; eager and able to learn new software for reporting and analysis.
  • Exceptional written and verbal communication and customer service skills.
  • An entrepreneurial, sales-driven, customer-focused mindset.
  • Strong knowledge of CX strategies and customer journeys.
  • Strategic and goal-driven; motivated to build and grow the department.