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no longer available.
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Customer Contact Center Manager
QC - Montreal
Engage2Excel is actively looking for a dynamic management person to join our Contact Center team in the Montreal area. We are always on the lookout for motivated candidates who enjoy providing quality customer service in addition to ideas with a collaborative environment to maximize effectiveness. We rely on open-minded individuals, who will bring value to our company. We offer a creative work environment and enthusiastic work environment to encourage the open exchange of ideas and forward-thinking initiatives. If you believe this is you, we want you on board!
*In light of the current pandemic situation, training and work will be done remotely until further notice.
MAJOR RESPONSIBILITIES /DUTIES:
- Plan, direct and manage workload of the department in conjunction with company policies, procedures and client contract conditions.
- Responsible for the Client Support Specialist team in Bangalore, India.
- Propose, build and support new Call Center initiatives in order to improve the general quality and efficiency of the department’s outputs.
- Act as the Subject Matter Expert and administrator for the Client Services ticketing system : Freshdesk and Freshchat (FreshWorks suite).
- Handles employee-related matters including: conducting performance reviews, training and coaching, handling disciplinary measures, maintaining attendance records, hiring, etc.
- Coach and assist his/her Call Center Agents to ensure that procedures, quality levels and policies are met.
- Ensure that SLAs are met by closely monitoring the communication channels and providing daily, weekly, monthly and quarterly dashboards and reports.
- Build and maintain a knowledge base.
- Involvement in client implementation. Lead or participate in client/internal meetings.
- Delegating/coordinating/supervising all the different tasks the team is accountable for.
- Identify improvement opportunities to support Organizational strategies, goals and objectives
- May perform other duties as required (e.g. participate in special projects as required, reports, etc.)
WHAT'S IN IT FOR YOU?
- Become part of a group, which works in a highly creative environment where unity and teamwork is at the core of all operations
- Be a part of a rapidly growing group and a positive environment
WHAT TO BRING TO THE TABLE.
- Experience: 3 to 5 year of experience in a customer service management role
- Team lead, leadership or supervising experience is an asset;
- Superior analytical skills and problem solving abilities; Decision Making; Judgment
- Leadership skills (influencing, motivating, developing others)
- Ability to work in a fast-paced environment;
- Customer oriented; Tactfulness and Courtesy;
- Ability to multi-task; Time-management/ Organization skills;
- Excellent verbal and written communication skills;
- Listening capabilities;
- You demonstrate a positive “can do” attitude and a flexible approach;
- Language: French and English. Spanish is an asset.
This is an exceptional opportunity, for the right person, to work for a great company that offers leading recognition solutions with a full range of benefits.
Job Types: Full-time, Permanent (7.5 hours per day)
OTHER BENEFITS:
Possibility of a signing bonus of $ 500 payable after 30 days of employment.
Company organized ongoing social activities, offer a complete group insurance plan, RRSP, work-life balance, flexible PTO, sick days, possibility to access to an on-site gym, ongoing training & development programs, discounted or free food, Employee and Family Assistance Program, on-site parking, casual dress code, and many more.
** Only selected applications that meet the requirements of the role will be contacted **
Engage2Excel is actively looking for a dynamic management person to join our Contact Center team in the Montreal area. We are always on the lookout for motivated candidates who enjoy providing quality customer service in addition to ideas with a collaborative environment to maximize effectiveness. We rely on open-minded individuals, who will bring value to our company. We offer a creative work environment and enthusiastic work environment to encourage the open exchange of ideas and forward-thinking initiatives. If you believe this is you, we want you on board!
*In light of the current pandemic situation, training and work will be done remotely until further notice.
MAJOR RESPONSIBILITIES /DUTIES:
- Plan, direct and manage workload of the department in conjunction with company policies, procedures and client contract conditions.
- Responsible for the Client Support Specialist team in Bangalore, India.
- Propose, build and support new Call Center initiatives in order to improve the general quality and efficiency of the department’s outputs.
- Act as the Subject Matter Expert and administrator for the Client Services ticketing system : Freshdesk and Freshchat (FreshWorks suite).
- Handles employee-related matters including: conducting performance reviews, training and coaching, handling disciplinary measures, maintaining attendance records, hiring, etc.
- Coach and assist his/her Call Center Agents to ensure that procedures, quality levels and policies are met.
- Ensure that SLAs are met by closely monitoring the communication channels and providing daily, weekly, monthly and quarterly dashboards and reports.
- Build and maintain a knowledge base.
- Involvement in client implementation. Lead or participate in client/internal meetings.
- Delegating/coordinating/supervising all the different tasks the team is accountable for.
- Identify improvement opportunities to support Organizational strategies, goals and objectives
- May perform other duties as required (e.g. participate in special projects as required, reports, etc.)
WHAT'S IN IT FOR YOU?
- Become part of a group, which works in a highly creative environment where unity and teamwork is at the core of all operations
- Be a part of a rapidly growing group and a positive environment
WHAT TO BRING TO THE TABLE.
- Experience: 3 to 5 year of experience in a customer service management role
- Team lead, leadership or supervising experience is an asset;
- Superior analytical skills and problem solving abilities; Decision Making; Judgment
- Leadership skills (influencing, motivating, developing others)
- Ability to work in a fast-paced environment;
- Customer oriented; Tactfulness and Courtesy;
- Ability to multi-task; Time-management/ Organization skills;
- Excellent verbal and written communication skills;
- Listening capabilities;
- You demonstrate a positive “can do” attitude and a flexible approach;
- Language: French and English. Spanish is an asset.
This is an exceptional opportunity, for the right person, to work for a great company that offers leading recognition solutions with a full range of benefits.
Job Types: Full-time, Permanent (7.5 hours per day)
OTHER BENEFITS:
Possibility of a signing bonus of $ 500 payable after 30 days of employment.
Company organized ongoing social activities, offer a complete group insurance plan, RRSP, work-life balance, flexible PTO, sick days, possibility to access to an on-site gym, ongoing training & development programs, discounted or free food, Employee and Family Assistance Program, on-site parking, casual dress code, and many more.
** Only selected applications that meet the requirements of the role will be contacted ** 
