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Call centre manager


This is a Full-time position in Ottawa, ON posted December 3, 2019.

Job Description Call Centre Manager required for our private sector client is seeking a manager to join their Call Centre team.This position would work with franchise and corporate locations across the Eastern Ottawa and Western Quebec region.This organization is 100% Canadian owned and operated.They offer attractive benefits, vacation and compensation.Hours are Tuesday-Saturday from 11am-7pm or 12pm noon-8pm.Roles and ResponsibilitiesSupervise a team of 8 call centre supervisors.Work on corporate budgets and forecasts.Perform data analytics, and use the information to develop forecasts and schedules based on trends.Perform Real Time Management.Determine Call Centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Accomplish Call Centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching for superior performance and customer satisfaction; disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; ensuring compliance with policies and procedures.Manage floor activities as appropriate by acting as a visible leader and providing support to managing queues and agent activity through a team of Supervisors.Deal with escalations from customers and stores and ensure issues management and escalation processes are followed.Qualifications and Experience2+ years of management experience within a call centre.Strong analytical skills.Experience working with stakeholders.This role will involve working with a large call centre environment, supervising call centre agents of various personalities.

Must be adaptable and flexible.

Strong interpersonal skills required.Must have strong technical skills.Must have strong communication skills in French and in English.

Will be required to communicate with Western Quebec Offices in French.Must be able to work afternoon shift, Tuesday through Saturday from 11am-7pm or 12pm noon-8pm.