Call Centre

**Call Centre & eCommerce Manager (Full Time) - Any major Linde location in Canada**

• 25000340

At Medigas, the healthcare division of Linde Canada, Inc., you’ll join talented and diverse people throughout Canada, all working hard to make a difference in our client’s lives and make our organization successful. You will work to support, develop and implement challenging and meaningful client-focused programs and you will be trusted to take on responsibility early in your career. Our employees’ contributions are valuable to our company, our clients, our communities and our shareholders.

Since the late 1960s, Medigas has been a leader in serving the Canadian healthcare market with the provision of home oxygen therapy, respiratory services, medical gases and related medical equipment. Everything we do is born out of our commitment to help people live better lives and to support the medical professionals who make it all possible.

At Medigas, every day is an opportunity: an opportunity to learn, to grow, to share success and to contribute to one of the world’s leading industrial gas and engineering companies. Seize the opportunity: take your next step with us and join our team.

**Call Centre & eCommerce Manager (Full Time) - Any major Linde location in Canada**

**Primary Purpose**

The Call Centre & e-Commerce Manager is responsible to lead the day-to-day operations for the Sleep Re-Supply Call Centre. Critical activities include call volume efficiency, performance management and leadership in customer experience and safety excellence. This manager will provide short

• and long-term forecasting, monitoring, and reporting on Key Performance Indicators for Call Centre.

**Key Accountabilities**

**People Development**

• Maintain an environment that encourages employee growth and establishes a positive work environment
• Coordinate all human resource activities related to the employee life cycle, including but not limited to recruiting, hiring, training, employee retention and termination
• Effectively communicate the business expectation goals to call center agents
• Accountable to ensure correct and thorough completion of all assigned tasks necessary to job function and performance.
• Track employee absenteeism and vacations, establish on call schedule, and submit payroll timecards as required.
• Complete the employee performance management process in accordance with HR policy and guidance; when appropriate, establish employee development plans.

**Customer Care Excellence**

• Maintain a “Customers First” approach to customer care
• Ensure professional selling skills are used to identify customer needs and promote products that would best meet those needs
• Ensure call centre and e-Commerce consistency in the delivery of customer care

**Call Centre Performance**

• Manage and improve call volume and efficiency and overall Call Centre metrics
• Realtime management of call queue and agent scheduling
• Generate daily productivity and performance reports for business leaders
• Collect data, analyze and implement changes for Call Centre performance improvement
• Planning, management and analyzing of Outbound Dialer Campaigns for effectiveness and adjust/improve as required
• Assume P&L responsibility for call centre
• Monitor cost drivers and establish efficiencies to optimally manage operational spend
• Manage productivity initiatives including planning and implementation of digital and automation tools on an ongoing basis

**e-Commerce Performance**

• Management of e-Commerce staff to ensure efficiency
• Address customer service issues
• Analyze sales data to understand trends
• Generate daily productivity and performance reports for business leaders
• Collect data, analyze and implement changes for e-Commerce performance improvement
• Assume P&L responsibility for e-Commerce
• Monitor cost drivers and establish efficiencies to optimally manage operational spend

**Safety**

• Emulate behaviours that support a total safety culture
• Ensure all operational and regulatory policies and procedures are followed
• Monitor completion of courses as identified in the Training Matrix for each employee
• Document all safety incidents in accordance with corporate policy

**Required Qualifications**

**Education**

• Must have post-secondary education
• Degree in Business Management or related field, preferred
• 3-5 years experience in retail sleep sales
• Working knowledge of leading call centres
• Successfully completed Leadership training

**Experience**

• Minimum of 5 years Medigas experience or equivalent preferred
• Previous supervisory experience, preferred
• Store lead experience, preferred

**Knowledge / Skills / Abilities**

• Leadership and team building skills
• Highly effective written and verbal communication skills and organizational agility
• Conflict resolution and decision making abilities
• Requires an action-oriented individual that can drive and oversee Call Centre growth projects
• Linde has an extensive b