1 meilleure offre (call center manager, moncton, nb) (à pourvoir)

Contact Center Manager
Brandt —Moncton, NB
- Expérience en supervision
- Amélioration continue
- Sens de l'organisation
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il y a 6 jours

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Contact Center Manager

Brandt
Moncton, NB

Postuler rapidement

Détails du poste

Il y a 6 jours

Compétences

Animation
Gestion des opérations
Gestion des risques opérationnels
Centre d'appels
Coaching
Études postsecondaires
Recrutement
Expérience en supervision
Amélioration continue
Orientation axée sur le service à la clientèle
Sens de l'organisation
Formation et développement
Coaching en milieu de travail
Leadership
Motivation d'équipe
Compétences en communication
Coordination d'équipe
Amélioration des processus opérationnels
Gestion du temps
Analytique
Évaluation du rendement

Description complète du poste

To support our continued growth, Brandt is looking to hire a Call Center Supervisor in our Moncton location to provide support to our 24/7 call center operations team and lead the delivery of exceptional service support to our customers and dealer locations.

Reporting to the Director of Customer Contact, the successful candidate will be responsible for providing leadership to a team of corporate receptionists within the contact center.

This is a great opportunity for someone with previous management experience in call center environment looking to leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company.

Duties & Responsibilities

Lead the implementation and delivery of the contact center mission and vision
Provide leadership to a team of 5-10 parts people in a 24/7 contact center environment
Deliver skill development coaching to improve performance, productivity, sales and customer experience
Measure, monitor and diagnose performance gaps to deliver on enterprise performance goals
Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of team
Champion an employee centric culture focused on high levels of communication and engagement
Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals
Manage risk and adherence to all internal procedures and policies
Continuously review processes and practices and make recommendations to improve operational efficiency and customer experience
Facilitate team meetings to deliver procedural updates, performance trends, best practice sharing and employee recognition
Facilitate ongoing career development and growth opportunities
Deliver parts center KPIs and performance reviews
Resolve customer and branch complaints and escalations as needed
Act as subject matter expert to provide second level floor support and guidance

#LI-Onsite

Required Skills

2-5 years’ previous leadership experience preferred
Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff
Exceptional organizational and time management skills
Careful attention to detail
Strong work ethic, combined with a dedication to excellence
Accomplished oral and written communication skills
Proven experience leading a team to achieve required goals
Analytical thinker with strong problem solving and organizational skills
Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching
Previous experience with Heavy Equipment, Truck and Trailer or Agricultural Equipment would be considered an asset
Relevant post-secondary education would be considered an asset
Must be able to work shift work in order to support 24/7 operation

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Contact Center Manager

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