Call Center Manager

Reports to the Senior Director Call Center and Dispatch the Call Center Manager plays a key role in coordinating and managing the daily activities of the department to ensure efficiency productivity and high-quality service delivery to customers.

Working closely with the management team he or she ensures that performance objectives are met while fostering an engaging healthy and talent-retentive work environment.

What youre responsible for:

• Managing the daily operations of the call center to ensure effective coverage service quality and adherence to performance indicators.
• Establishing structure guidelines regular meetings evaluations and continuous improvement initiatives to support call center operations.
• Supporting and coaching supervisors to achieve individual and collective performance goals.
• Reviewing workforce planning on an annual and regular basis and aligning with talent acquisitions.
• Identifying opportunities for process improvement and propose solutions to optimize productivity and customer experience.
• Collaborating with the Senior Director in monitoring performance indicators (KPIs) analyzing results and implementing action plans to achieve targets.
• Supporting the implementation of quality assurance programs and training plans to enhance agent performance.
• Ensuring compliance with company policies procedures and service standards.
• Contributing to the preparation of performance reports and providing operational recommendations to management.
• Identifying and developing processes to improve efficiency productivity and workflow while ensuring compliance with internal and external controls.
• Participating actively in the budget preparation analyse monthly and provide visibility on performance and gaps.
• Analysing any performance gaps proposing action plans and ensuring follow-up on actions implemented.
• In collaboration with internal partners developing a training program based on training needs for current employees and new employees. 

Qualifications :

To join our team:

• You have 10 years of experience in customer service including at least 5 years in a team management role (supervision or coordination).
• You have excellent communication leadership and problem-solving skills.
• You have a strong ability to analyze performance indicators good analytical skills and strong ability to implement practical action plans.
• You are proficient with computer tools and call center management systems (CRM telephony performance tracking).

Additional Information :

What we offer:

• A competitive wage annual bonus
• Group insurance after 3 months
• Group RRSP with employer matching contribution up to 3.5%
• Opportunities for advancement within the company
• Exclusive employee discounts on parts at any Kenny site
• Free coffee onsite
• Free onsite parking

American Iron & Metal and its subsidiaries offer equal employment opportunities to all. Only candidates selected for an interview will be contacted.

Remote Work :

No

Employment Type :

Full-time