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Call Centre Manager

3 weeks ago

Stittsville, Canada AutoShack.com Full time

**CALL CENTER MANAGER**

**AUTOSHACK, **a leading expert in Direct-to-Consumer Retail Auto Parts Distribution for 40+ years, is seeking a Call Center Manager. The Call Center Manager will oversee and lead the operational and qualitative management of the 80+ Call Center Team.

The Call Center Manager will oversee; hiring, training, coaching, culture, payroll, Account Management support and discipline.

**Call Center Manager Responsibilities**
- Determine call center operational strategies: by conducting needs assessments, performance reviews, capacity planning, cost/benefit analyses, production, productivity, quality and customer service standards; contributing information and analysis to organizational strategic plans and reviews
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
- Accomplish call center human resource objectives by: recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees.
- Schedule, communicate job expectations; plan, monitor, appraise, review and enforce policies and procedures
- Identify deficiencies, develop recommendations for review with management and work with management to resolve issues
- Analyze sales date (KPI’s) to strategize and develop new techniques to drive sales
- Meet call center financial objectives by: estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions
- Accomplish organizational goals by accepting ownership for accomplishing new and different requests

**Call Center Manager Requirements**
- Post-Secondary Education
- 5 years (dedicated or combined); Call Center Management, Business Development, Sales, Coaching & Training
- Expert in Microsoft Excel and Word
- Excellent computer skills
- High energy, self-starter, self-motivated

**Compensation**
- Includes a competitive salary and comprehensive benefits package.

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Day shift
- Weekend availability

Ability to commute/relocate:

- Stittsville, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Pass a criminal background check

**Experience**:

- Customer support: 3 years (required)
- Call center: 2 years (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: One location