Customer Contact Centre Manager

Canlan Sports is the largest private sector operator and developer of recreational sports complexes in North America. The company's success in the recreation-entertainment & hospitality industry is attributed to a combination of innovative programming, service delivery leadership and world-class sports complexes. We understand our customers’ need for service excellence and are committed to it.

**Canlan is currently looking for a **Customer Contact Centre Manager**

**Location: Canlan Sports York or Scotia Barn** (Please note this position could work in either our Central office in Burnaby BC or our Central office in Toronto, ON)

**Job Summary**

Report to the Director, North American Sales & CCC, the Customer Contact Centre (CCC) Manager leads our CCC Advisors to better performance and improve overall customer service quality. The CCC Manager will assist in establishing CCC objectives, provide team with opportunities to expand and maintain timely & accurate knowledge of our complexes, products, services and troubleshooting techniques, analyze CCC data, and focus on improving performance and processes in an effort to better support customers leading to increased customer satisfaction, likelihood to recommend scores and product revenue. Our CCC is uniquely positioned to proactively guide customers through the Canlan Sports customer journey, be a powerful resource for listening to customer experience (CX) feedback and championing CX improvements.

**Accountabilities**

This role is accountable for:

- CCC & Staff Performance
- Handle all escalated inquiries or objections from CCC Staff
- Developing and coaching high functioning CCC Advisors
- Transform online reviews into sales opportunities

**Qualifications and Education**
- Certificate, diploma or degree in Customer Service, Business and/or in a related field, or equivalent experience

**Abilities, Attributes and Experience**
- Minimum of three years’ work experience in a call/contact centre supervisory role, preferably in a high-volume call centre environment with a proven and successful track record.
- Proven entrepreneurial sales and business development skills with a customer and client focus.
- Demonstrated leadership and the ability to motivate, coach, establish KPIs and manage a team working towards strategic goals.
- Experience in planning and implementing complex system and develop process efficiencies.
- Ability to multi-task and balance multiple projects under pressure, while meeting the needs of the organization.
- Robust interpersonal and writing skills, including presentation, group facilitation and business writing skills.
- Experience with Customer Relationship Management (CRM) systems (e.g., Bell Call Centre, Salesforce).
- Experience in sports or recreational environment is an advantage.
- Flexible availability to workdays, evenings and weekends as needed.
- NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, provincial, and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices_