Call Center Manager

3 days ago

Vaughan, Canada Marcone Appliance Parts Full time

**About Marcone** Appliance Parts**

**The Call Center Manager** is responsible for ensuring all incoming calls are answered in a timely manner by Customer Service Representatives and customers receive the information and assistance they are seeking. This role is responsible for call monitoring, coaching, training, disciplining, and reviewing all agents and operations.

**Duties & Responsibilities**
Carries out performance measurements, monitoring, and evaluation of all agents to improve efficiency.
Conducts day-to-day coaching and development of customer service representatives.
Active participant in resolving customer complaints and questions.
Monitors attendance to ensure all agents are following assigned schedule.
Responsible for monitoring phone queues.
Collaborates with others to define inefficient processes and how to improve.
Responsible for quality call monitoring and conducting result sessions with customer service representatives.
Listens and monitors agent/customer calls on a monthly basis to ensure highest quality of customer care.
Assists in the interview, hiring, and termination of customer service representatives.

**Qualifications**
High School diploma or the GED equivalent and some college credits in Business & Communications.
5 or more years’ experience in call center work or face-to-face-selling.
Aptitude for mathematical operations and numerical analysis.
Use computers, scanners, phone systems and meeting and virtual platform sharing relative to the needs of the job.

**Physical Demands & Work Environment**
7-10 hours worked per day; up to 40-43 hours worked per week
Reviewing documents 1-5 hours per day
Sitting 3-8 hours per day
Standing 3-6 hours per day
Using close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Using fingers, hands, and arms to perform office / computer work 6-8 hours per day
Using hearing to talk, listen, and use phones 1-6 hours per day
Using office equipment - computers, phones, scanners, fax machines - 6-8 hours per day

**What We Offer**:
We care about your well-being from day one. Here’s a snapshot of the benefits we provide:
Comprehensive health benefits, 100% paid by the company - extended health coverage, dental, vision, and prescription drugs, effective your first day
Life insurance, plus short
- and long-term disability coverage
Paid time off - vacation, holidays, and personal days
Employee Assistance Program (EAP)
Employee discounts
...and much more

  • Call center supervisor

    2 weeks ago

    Vaughan, Canada Merit Services Full time

    Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective...

  • Call center supervisor

    2 weeks ago

    Vaughan, Canada Merit Services Full time

    Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective...

  • Operations Manager, Call Center

    3 days ago

    Vaughan, Canada International Credit Experts Inc. Full time

    Operations Manager - Call Center/Contact Centre Services, reports to Senior Manager, Operations leads a team of 4 team leads/supervisors and 80+ agents. This role is primarily responsible for monitoring and overseeing compliance, performance, and customer care operations. The operations manager will also engage directly with clients to identify business...

  • Call Center Supervisor

    2 weeks ago

    Vaughan, Canada Merit Services Full time

    A leading service provider in York Region, Vaughan, is seeking an experienced Call Center Supervisor. In this role, you'll ensure compliance with call center objectives while supervising agents. Responsibilities include monitoring performance, preparing analytical reports, and providing training. Candidates should have 3 years of supervisory experience in...

  • Call Center Supervisor

    2 weeks ago

    Vaughan, Canada Merit Services Full time

    A leading service provider in York Region, Vaughan, is seeking an experienced Call Center Supervisor. In this role, you'll ensure compliance with call center objectives while supervising agents. Responsibilities include monitoring performance, preparing analytical reports, and providing training. Candidates should have 3 years of supervisory experience in...

  • Call Center

    1 week ago

    Vaughan, Canada UNFI Canada Full time

    **Who are we?** - **United Natural Foods Inc. (UNFI) Canada is the leading distributor of all natural, organic, and specialty foods! We transform the world of food for our associates, customers, and the families we serve everyday! Our mission is simple: to provide healthier food choices to people everywhere. Better Food, Better Future!**_ - **As part of our...

  • Call Centre Supervisor

    3 days ago

    Vaughan, Canada Pizzaville Inc. Full time

    **Job description** Call Center Supervisors are responsible for delivering high standards of service to customers by making the most cost-effective and efficient use of the call-center and technology resources (Pizzaville Online Ordering System). The Supervisors use a variety of methods to improve call-center performance such as providing excellent...

  • Fulfillment Center Manager

    2 days ago

    Vaughan, Canada City Electric Supply Full time

    **About City Electric Supply (CES)**: We are a family-owned electrical wholesaler dedicated to providing personalized service and support for customers in the residential, commercial, and industrial marketplace. Our “customer service first” core value has allowed us to grow continually for over 30 years while keeping our founding principle of empowering...

  • Collision Center Manager

    2 weeks ago

    Vaughan, Canada CSN Collision Full time

    About CSN Collision CSN Collision safely repairs more than 200,000 vehicles a year helping Canadians get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with 400+ collision repair Centers across Canada, USA and Italy. Job...

  • Collision Center Manager

    2 weeks ago

    Vaughan, Canada CSN Collision Full time

    About CSN CollisionCSN Collision safely repairs more than 200,000 vehicles a year helping Canadians get back on the road with the trust and comfort of knowing their vehicle has been returned to like new condition. Since 2002, CSN has grown to become the leader in collision repair with 400+ collision repair Centers across Canada, USA and Italy.Job Summary:The...