Contact Center Manager

2 weeks ago

Regina, Canada Brandt Full time

Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical.

To support our continued growth, Brandt is looking to hire a Contact Center Manager to provide support to our 24/7 call center operations team and lead the delivery of exceptional product and service support to our customers and dealer locations.

This is a great opportunity for someone with previous management experience in call center environment looking leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company.

DUTIES & RESPONSIBILITIES
- Lead the implementation and delivery of the contact centre mission and vision
- Provide leadership to a team of 5-10 parts people in a 24/7 contact center environment
- Deliver skill development coaching to improve performance, productivity, sales and customer experience
- Measure, monitor and diagnose performance gaps to deliver on enterprise performance goals
- Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of team
- Champion an employee centric culture focused on high levels of communication and engagement
- Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals
- Manage risk and adherence to all internal procedures and policies
- Continuously review processes and practices and make recommendations to improve operational efficiency and customer experience
- Facilitate team meetings to deliver procedural updates, performance trends, best practice sharing and employee recognition
- Facilitate ongoing career development and growth opportunities
- Deliver parts center KPIs and performance reviews
- Resolve customer and branch complaints and escalations as needed

**Required Skills**:

- 2-5 years’ previous leadership experience preferred
- Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff
- Exceptional organizational and time management skills
- Careful attention to detail
- Strong work ethic, combined with a dedication to excellence
- Accomplished oral and written communication skills
- Proven experience leading a team to achieve required goals
- Analytical thinker with strong problem solving and organizational skills
- Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching
- Previous experience with Heavy Equipment, Truck and Trailer or Agricultural Equipment would be considered an asset
- Relevant post-secondary education would be considered an asset
- Must be able to work shift work in order to support 24/7 operation

Required Experience

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