Manager, Call Centre Operations

Job content

Description

My award-winning top employer client in Burnaby is looking for an honest, motivated and passionate Call Centre Operations Manager to join their busy and growing team! Reporting to the Sr. Manager, Customer Operations, the successful candidate will be directly managing 3 Assistant Managers and indirectly managing 40 other associates. If you are looking for an empowering and progressive place to grow your career, this may just be the right opportunity for you!

Responsibilities

• Development and implementation of overall call centre strategy in a high-volume environment
• Providing coaching and mentorship to Call Centre leaders and team
• Leading and managing cross-functional collaboration with internal stakeholders and external suppliers
• Managing direct reports; 3 Assistant Managers and 40 Call Centre associates
• Refinement of call centre management strategy
• Manage high-value escalations and customer issues
• Collaborate with Senior Manager in personal forecasting and budgeting
• Implement feedback from other teams and share feedback from your team with other teams
• Implement methods to streamline or automate workload to improve productivity
• Build a talented, engaged team through consistent and disciplined coaching to deepen Member relationships
• Optimize productivity and staffing levels across the operations function.
• In collaboration with the management team, create an engaging and positive working environment through recognition, motivation, trust, and integrity
• Consistently meet or exceed established efficiency metrics, member experience standards and metrics
• Communicates Member experience standards through planning and team member conversations (team meetings, huddles, coaching practices), etc.
  

Requirements

Qualifications:

• Previous management experience working in a fast paced & high-volume call centre environment
• Proven track record in managing and creating coaching culture for direct reports
• Previous experience managing a 100% remote team considered an asset
• Comfortable working in a start-up like environment
  

Why You Should Apply

• Named as one of BC’s Top Employers for 2022, 2021, and 2019.
• Discretionary annual bonus (15- 20%)
• 4 weeks vacation
• Flexible benefit plan
• $250 wellness package
• RRSP Auto contribution
  

If you are looking for growth and this sounds like the position for you, please apply today!

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