Scheduling Centre Manager

3 days ago

London, Canada Brookstone Windows & Doors Full time

Are you performance focused but genuinely nice and fun? If so, keep reading...

We are looking for an experienced Inbound Call Centre Manager to build our program and support our incredible customer-obsessed team.

We’re looking for that special combination of positivity, urgency, customer focus and fun. Our Scheduling Team is an amazing group of positive, up-beat people, and their manager must support them with warmth, humour and genuine caring the same way we support our customers.

**The Job**

This is a true, hands-on, call centre leadership role, supporting our outstanding customer (check out our Google reviews) and employee experience (check-out our Glass-Door reviews).

You will:

- Drive sales appointment setting & appointment confirmations
- Focus on ‘Speed to Lead’ by understanding the unique needs of all marketing channels including Field Marketing, e-leads, phone inquiries and Home Shows.
- Ensure the sales calendar is ‘full’ for tomorrow

**Some Details**

**Appointment Management**
- Organize and prioritize leads daily for tomorrow
- Handle inbound sales inquiries, interest and order inquiries
- Drive leads and achievement of lead activity goals using all means available

**Team Support**
- Hire, train and develop a team of driven individuals
- Constant team training and retraining focused on scripting and customer communication
- Meet with Customer Service Reps regularly to set goals, discuss performance and process improvement opportunities

**What's in it for you**:

- Work / life balance - time with family and friends is really important
- Monday - Friday day work hours (for the most part unless something big is happening).
- Competitive compensation with a generous base salary and monthly performance bonuses
- Company paid benefits
- 3 weeks paid vacation
- Your birthday off - just because it’s your birthday
- Work with an energized, positive, growth company - incredible career growth potential - real opportunity for advancement
- Comprehensive training

**Who are you?**
- Significant experience working in a small to mid-size, omni-channel call centre
- Naturally helpful and a problem solver
- A calm, fun, support based leader
- Minimum 3-5 years of management/leadership experience
- Smart (no time for modesty)
- Highly energetic
- Excellent verbal English language skills
- Fun (bonus points for funny)
- No industry-specific experience required, but bonus marks if you do.
- Currently and immediately eligible to work in London, Ontario, Canada

**Who are we**:

- Employee Focused - awarded ‘2020 Best Place to Work’ in London - also check out our Indeed and GlassDoor reviews.
- Customer Obsessed - an industry disruptor by providing an unparalleled Customer Experience using a special blend of technology and empathy for our customers - check out our Google Reviews
- Growth Oriented - #20 in 2020 of the Canadian Business Magazine Fast 500 list.
- 7 locations & rapidly growing with plenty of opportunity for advancement

**Job Types**: Full-time, Permanent

**Salary**: $65,000.00-$80,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Work Location: In person

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