E-commerce Operations Director

3 weeks ago


Toronto, Ontario, Canada AutoShack Full time
AutoShack Call Center Operations Manager Opportunity

We are seeking an experienced Call Center Operations Manager to oversee the day-to-day operations of our centralized Contact Center, managing both onsite and offshore teams.

The ideal candidate will be a skilled multi-tasker with experience managing offshore teams, working with e-commerce platforms like Amazon and eBay, and driving operational success in a fast-paced environment. Bilingualism (English and French) is an asset.

Key Responsibilities:
  • Directly oversee offshore teams (Philippines and South America) and onsite staff, ensuring high performance and operational alignment.
  • Conduct regular performance reviews, coaching sessions, and professional development initiatives to maintain team motivation and engagement.
  • Manage customer interactions across e-commerce platforms and ensure team proficiency in key tools, including NetSuite ERP, Salesforce Commerce Cloud, and Talkdesk CRM.
  • Monitor and analyze performance metrics to drive the adoption of AI-driven tools and technologies that enhance automation and streamline workflows.
Requirements:
  • Proven success in managing offshore teams in a high-volume, fast-paced environment.
  • Technical skills: Proficiency in NetSuite ERP, Talkdesk CRM, Salesforce Commerce Cloud, and AI-driven tools.
  • Strong analytical skills for tracking and optimizing performance metrics.
  • Exceptional leadership and team-building abilities, with a focus on motivation and engagement.
Benefits:
  • Estimated salary range: $80,000 - $110,000 per year, depending on experience.
  • Performance-based bonus structure tied to key metrics, including customer satisfaction, team productivity, and operational efficiency.
  • Comprehensive benefits package, including health and dental coverage.


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