At AnswerPlus, we are proud to say we’ve been in the answering service business for over 60 years! With 4 locations across Canada and over 1500 clients, AnswerPlus has built an incredibly strong brand and reputation in the industry. Our niche is urgent call response 24/7/365.
We are seeking an experienced and people-focused leader to oversee the daily operations of one of our call centre departments. This role is responsible for training, coaching, and developing Customer Service Representatives (CSRs) while ensuring exceptional service quality, staffing levels, and employee engagement.
The successful candidate will lead a team of Assistant Operations Managers and Supervisors, manage workforce scheduling, oversee performance evaluations and coaching programs, support payroll and employee documentation processes, and ensure company policies and procedures are consistently followed. This role also plays a key part in maintaining a positive workplace culture, addressing employee and customer concerns, supporting account management initiatives, and implementing performance improvement strategies.
The ideal candidate will ideally have at least five (5) years of call center management experience. They will be a strong communicator and problem-solver with experience in call centre operations, team leadership, quality assurance, workforce management, performance management, and employee development. They will be passionate about fostering a high-performing, customer-focused environment while driving operational excellence and continuous improvement.
We've created an award-winning culture that is backed by three generations and a true "work family" environment. Our employee average tenure is 9 years which also highlights how we support both personal and professional growth.
If this interests you, apply to join our team and partake in:
· Celebrations and Company Events
· Growth and Development Opportunities
· Coaching and Mentoring
· Dental, health, and EAP Benefits
· Paid Breaks
· Social Responsibility Initiatives
· Paid Training
Work from Home Requirements:
· Access to your own computer or laptop (no Apple or Chrome)
· Quiet, dedicated room free of background noise
· Ability to connect the computer from a router - not wireless
· Webcam - for training and coaching purposes
· Wired head set with microphone that connects to your cell phone or landline
· Unlimited long distance plan (No Voip or Google or Whatsapp)
· Unlimited high-speed internet
· Ability to provide your own ethernet cable
*Start date: As soon as Possible
Our commitment to being an equal opportunity employer goes beyond acceptance. We celebrate and support all the amazing things that make you unique. All of our team members take pride in upholding an environment of mutual respect. We welcome and encourage applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact us if you require any support or adjustments.
Pay: $55,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home
Work Location: Hybrid remote in Hamilton, ON L8R 1M8
