Call Center Operations Manager

2 days ago

Kanata, Canada AutoShack Full time

Job Title: CCall Center Operations Manager

Location: Onsite, Stittsville, Ontario

Company Overview:

AutoShack is a leader in the automotive aftermarket industry, delivering high-quality parts through e-commerce platforms and an expanding retail division. As part of our national growth strategy, we are centralizing all customer interactions through our Call Center in Stittsville, Ontario. We are looking for a dynamic, hands-on Call Center Operations Manager to lead this critical function. The ideal candidate will be a skilled multi-tasker with experience managing offshore teams, working with platforms like Amazon and eBay, and driving operational success in an e-commerce environment. Bilingualism (English and French) is an asset.


Position Overview:

The Call Center Operations Manager will oversee the day-to-day operations of our centralized Contact Center, managing both onsite and offshore teams. This role is pivotal in supporting AutoShack’s retail and e-commerce operations, ensuring seamless customer interactions across multiple platforms. The successful candidate must be results-driven, innovative, and capable of managing in a fast-paced, high-volume environment.


Key Responsibilities:

Leadership & Team Management:

  • Directly oversee offshore teams (Philippines and South America) and onsite staff, ensuring high performance and operational alignment.
  • Lead, mentor, and develop a team of Customer Service Representatives (CSRs) to achieve sales targets and deliver exceptional customer experiences.
  • Conduct regular performance reviews, coaching sessions, and professional development initiatives to maintain team motivation and engagement.

Operational Excellence:

  • Manage customer interactions across e-commerce platforms (AutoShack.ca, Amazon, eBay, Walmart) and retail-specific inquiries.
  • Ensure team proficiency in key tools, including NetSuite ERP, Salesforce Commerce Cloud, and Talkdesk CRM, to enhance productivity and issue resolution.
  • Monitor and analyze performance metrics (e.g., response times, sales conversion rates, customer satisfaction scores) and implement improvement strategies.

Technology & Innovation:

  • Drive the adoption of AI-driven tools and technologies to enhance automation and streamline workflows.
  • Implement scalable processes to support the growth of AutoShack’s retail division.

Customer Focus:

  • Oversee the integration of retail store support, including returns, buy-online-pick-up-in-store (BOPIS) orders, and localized inquiries.
  • Ensure agents have a strong understanding of automotive products to provide accurate recommendations and upsell opportunities.
  • Focus on achieving high first-contact resolution rates to improve the overall customer experience.

Cross-Department Collaboration:

  • Work closely with the Retail Operations team to ensure alignment between contact center activities and store-level processes.
  • Collaborate with other departments, including IT and Marketing, to support the seamless execution of campaigns and new initiatives.


Qualifications and Skills:

Experience:

  • 7+ years of contact center operations experience, with a minimum of 5 years in a leadership role.
  • Proven success in managing offshore teams in a high-volume, fast-paced environment.
  • Strong background in e-commerce, including Amazon, eBay, and multi-channel customer support.

Technical Skills:

  • Proficiency in NetSuite ERP, Talkdesk CRM, Salesforce Commerce Cloud, and AI-driven tools.
  • Strong analytical skills for tracking and optimizing performance metrics.

Soft Skills:

  • Exceptional leadership and team-building abilities, with a focus on motivation and engagement.
  • Strong problem-solving and decision-making skills in dynamic environments.
  • Excellent written and verbal communication skills. Bilingualism (English and French) is an asset.


Compensation:

  • Competitive salary based on experience.
  • Performance-based bonus structure tied to key metrics, including customer satisfaction, team productivity, and operational efficiency.
  • Comprehensive benefits package, including health and dental coverage.


Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their experience in contact center management, e-commerce, offshore team leadership, and technology integration. Only qualified candidates will be contacted for an interview.

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