Call Centre Manager - Jobs in Stittsville, ON

Job Description

CALL CENTER MANAGERAUTOSHACK, 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 position requires a candidate with the proven ability to drive process improvements, motivate others in a deadline driven environment and be willing to use a hands-on approach to attain results. The right candidate will be a self-motivated team leader looking for a fast-paced environment where hard work and accountability are key.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 requestsCall 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-motivatedCompensation· Includes a competitive salary and comprehensive benefits package.AutoShack is committed to creating a diverse environment and is proud to be an equal opportunity employer. While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.Job Type: Full-timeBenefits:

• 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)

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