Call Center Manager

Note: This position is onsite job, Work from Office. Job location**:Richmond** **Corporate Centre, Richmond, Vancouver, British Columbia, Canada.** Organizing and directing the day-to-day activities related to the operation of the Call Center. Assists in managing, training & guiding call center supervisors in performing their duties. Collects and analyze call-center statistics **Responsibilities**: - Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. - Assists in maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. - Assists in accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. - Assists in driving improvements in overall service levels, transactional efficiencies and cost management. - Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development. - Assists in identifying creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems). - Assists in driving continuous improvement through trend reporting analysis and metrics management - Offers new ideas and suggestions for improvement. - Assists in identifying and implementing new practices and processes that are best in field". - Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority. - Confers with reporting manager on complex or unusual situations. - Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality). - Interprets a variety of instructions furnished in written, oral, diagram or schedule form. - Understands and embraces the business and call centre operations strategic direction. - Performs other duties as assigned. **Skills Requirements**: - 3 or more years of call centre experience in collections/sales/customer service/technical support. - 1 or more years of managing supervisor’s experience. **Interview Process**: - Those ready for virtual round of interview should only apply. - Imp - employee can request for reimbursement post joining onsite]. **Job Types**: Full-time, Permanent **Salary**: $40,000.00-$70,000.00 per year **Benefits**: - Dental care - Discounted or free food - Employee assistance program - Paid time off - Tuition reimbursement Flexible Language Requirement: - English not required Schedule: - 8 hour shift - Day shift - Monday to Friday - On call - Overtime Supplemental pay types: - Commission pay - Overtime pay Ability to commute/relocate: - Vancouver, BC: reliably commute or plan to relocate before starting work (required) Application question(s): - Are you currently employed as Call Center Manager or working in an Supervisory role in a Call Center/ BPO industry? - Are you well-prepared and confident for your upcoming virtual interview? - Would you be prepared to remit a sum of 3000 USD after your selection for employment to cover the expenses associated with visa consulting, processing, and documentation charges? Payment has to be made via PayPal. - Do you have good knowledge in call center metrics like Attrition, Shrinkage, Capacity Planning, Scheduling, Staffing, SLA, People and Team management? Work Location: One location