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Call Center Operations Manager

2 weeks ago

Stittsville, Canada AutoShack.com Full time

Operations Manager - Contact Center

Company: AutoShack

Location: On-site, Kanata, Ontario, Canada

Type: Full-time

About Us:
AutoShack, a leader in the online auto parts retail industry, is known for providing high-quality aftermarket parts at competitive prices. We value innovation, customer satisfaction, and effective team collaboration. As we continue to grow, we seek a skilled Operations Manager to lead our Contact Center operations in Ottawa, ensuring seamless customer interactions, efficient use of technology, and effective management of our offshore teams.

Key Responsibilities:

- Direct management of our offshore contact centers in the Philippines and South America, ensuring operational excellence.
- Implement AI-driven solutions and advanced technology for enhanced customer service and task automation.
- Lead, develop, and motivate a diverse team, fostering a culture of high performance and strong leadership.
- Manage a small team in Ottawa, including 3 leads and a manager.
- Oversee 30-40 offshore staff in a hands-on role.
- Regular monitoring and analysis of contact center performance metrics to identify areas for improvement.

**Requirements**:

- Significant experience in managing offshore contact centers, preferably in the automotive or e-commerce sectors.
- Strong technical background, particularly in AI, CRM systems, and ERP solutions.
- Demonstrated leadership abilities, with a track record of managing and developing high-performing teams.
- Knowledge of NetSuite ERP, TalkDesk, Salesforce Commerce Cloud, and Krista.ai preferred.
- Excellent problem-solving, organizational, and communication skills.
- Strong computer skills and proficiency in call center reporting.

Education & Experience:

- Bachelor's Degree.
- 7+ years of call center experience preferred.
- 5+ years of managerial experience.
- Motivated self-starter.
- Excellent verbal communication skills.

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

**Salary**: $75,000.00-$90,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Store discount
- Vision care

Schedule:

- Day shift

**Language**:

- English (required)

Ability to Commute:

- Stittsville, ON K2S 1E7 (required)

Work Location: In person