Contact Centre Manager

Reporting to the Contact Center Director, and leading a growing team with support of Team Leads, the Contact Centre Director will manage, lead and develop a team of Customer Care Specialists (CCSs) to reach and exceed business objectives. You are responsible for creating an environment and culture that will enable Customer Service Excellence on every interaction.

Your role will provide ongoing performance monitoring and implement strategies for addressing performance issues. You will ensure that the Team Leads and CCS's have the necessary training and tools required to handle requests in a timely and efficient manner and ensure that the Centre is appropriately staffed.

We are looking for an individual with demonstrated leadership skills, a customer service professional who is dedicated to improving customer relationships and maintaining our commitment to service excellence through coaching and mentoring of team members.

This is a full-time, salaried role with eligibility for a robust benefit plan.

**The contact centre employs staff who work rotating shifts within a 24/7/365 environment, including weekends and holidays on a rotational basis. Working outside of normal business hours may be **required,** **schedule flexibility, and on-call will be required.**

If we still have your attention, please read through the responsibilities and qualifications and if you think you’re a good fit, we’d love to review your resume

**Operations**
- Identify, assess, and develop action plans for Contact Centre business process efficiencies
- In partner with the CIO, review and maintain an effective Quality Assurance (QA) program fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
- Develop, launch and maintain realistic KPI metrics based on Contact Centre Best Practices and communicate to Executive on a regular basis
- Responsible for building, develop and maintain a Contact Centre Intranet site for knowledge management and provide ongoing system training
- Act as the liaison for all escalations within the CSC, working with the customer to resolve concerns if needed
- Ensure adherence to all regulatory compliance requirements as well as all policies and procedures of **guard.me**:

- Actively engage in continuous learning and development, stay abreast of industry developments and best practices
- Develop and maintain a Business Continuity and Disaster Recovery plan to support the Contact Centre operations

**People Management**
- Build and maintain a positive working environment that attracts and retains high quality employees
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities and staffing levels
- Identify, develop and supporting the implementation of performance management initiatives and reporting requirements for the Contact Centre
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call to drive customer service excellence
- Monitor all system performance and maximize efficiencies, ensuring adherence to Contact Centre best practices
- Other duties as assigned

**Technology**

**Skills & Qualifications**
- Bachelor’s degree in business, technology or mathematics is preferred
- Minimum 8 years in a Contact Centre environment as a leader with experience in building and managing high-performance teams
- Minimum of 5 years of experience in defining contact center benchmarks, quality rubrics, agent scorecard etc. to gather inputs and assess contact center performance in order to present to Executive Team
- Experience using contact center WFM and analytics platforms such as Avaya, Verint, Inisoft
- Skilled at promoting a cohesive team environment, with strong conflict management skills
- Effective coaching and development skills

**Preferred Qualifications**
- Experience in analyzing historical call trends by source, handle time, and root cause to identify re-invent the operations with transformational ideas and pro-actively communicate this information to leadership while implementing appropriate action plans
- In depth experience in developing work structure and workflow, standardized procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

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

**Salary**: From $75,000.00 per year

**Benefits**:

- Company pension
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- On call