Call Centre Manager

Call Centre Manager
• Minimum expectation of a 40-hr work week
• Shifts will range from 7am – 11pm Monday to Saturday & 8am – 9pm Sunday EST
• Shift times may change/vary depending on client requirements
• 2 weeks’ vacation after 1 full year of employment

Call Center Manager Job Responsibilities:
The Call Center Manager serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Call Center Manager Job Duties (include but are not limited to):

1. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
2. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
3. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
4. Meets call center financial objectives by estimating requirements; preparing budgets; scheduling expenditures; analyzing variances; initiating corrective actions.
5. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
6. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
7. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
8. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Call Center Manager – Key Skills and Qualifications:
Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Job purpose

1. Recruit, Hire and Train qualified support staff / Supervisors
2. Develop and manage Supervisors and Lead Agent team as well as agent pool
3. Appraise and develop staff
4. Perform performance reviews, issue disciplinary actions
5. Recruit, hire and terminate individuals as needed
6. Manage the overall performance of the individual teams
7. Deliver the team sales target
8. Deliver the required volume of effective coaching
9. Manage and motivate the sales and quality performance of the individual teams
10. Ensure Agents and supervisors are delivering individual sales targets
11. Ensure Supervisors are hitting coaching targets
12. Deliver client service level agreements and KPIs
13. Maximize productivity
14. Report and distribute management information highlighting areas for improvement and those of concern and opportunity
15. Recommend and implement operational process and platform improvement
16. Work towards and implement best practice

Job Specification - Key Responsibilities
Contribute ideas and suggestions to help BoostCX to grow, develop its offering and achieve best practice. Help identify new clients to help grow the boostCX business.

1. Coach, Motivate and Support team;
2. Coach each Supervisor/Lead Agent for a minimum coaching session per week – must be documented (KEY OBJECTIVE)
3. Complete the weekly coaching report/analysis
4. Attend calibration sessions with clients and internal
5. Achieve 80% completion of the team monthly quality quiz and a team score above 90%
6. Deliver PIP’s (Performance Improvement Plans) for staff below targets

• Manage and develop a team of Supervisors / Lead Agents to deliver targets and objectives including (but not limited to);

1. Call Handling; Sales/Customer Service Performance
2. Sales target ownership
3. Sales conversion rate (KEY OBJECTIVE)
4. SPH (KEY OBJECTIVE) - Sales productivity
5. BCPH (billable calls per hour)
6. Quality
7. AHT – average handle time; managing and maintaining hold time, ACW, transfers, etc.
8. Communicate results to team via ‘buzz sessions’, huddles & pre-shifts as well as 3-hour performance management
9. Attendance, Timekeeping and payroll processing

• Quality and Training

1. Develop Supervisors, Led Agents & Advisor sales skills and customer service abilities
2. Brief and train staff on new promotions
3. Deliver quota of Call Quality Monitoring and feedback – via Agent Assessment tools
4. Identify coaching needs and deliver coaching sessions

• Administration

1. Send hourly, daily, weekly & monthly team reports
2. Feedback to Quality & Training department so further requirements can be met
3. Prepare and deliver team monthly deep dive pack

• Business reporting

1. Create and publish reports detailing all aspects of team performance
2. Meet with and review results with Director on a weekly basis
3. Attend regular meetings as directed by management
4. Maintain overview of daily records and reporting

• Human Resources and Personnel Management

1. Participate in the recruitment and interviewing process
2. Communicate regularly with team – ‘buzz sessions’, huddles & pre-shifts as well as 3-hour performance management
3. Carry out One2one reviews
4. Carry out Individual Appraisals (after approved by higher mgmt.)
5. Carry out review and disciplinary meetings
6. Return to Work Interviews

• Office Environment

1. Implement team initiatives & incentives
2. Maintain a friendly competitive environment
3. Manage employees around office policy and procedure
4. Create and maintain an environment orientated to trust, open communication, creative thinking & cohesive team effort as well as diversity and comfort for employees
5. Motivate & inspire team members
6. Lead by setting a good example (role model) – behavior consistent with words
7. Facilitate problem solving & collaboration
8. Maintain healthy group dynamics.
9. Support new team members in working through initial new hire training, ensure that they have the necessary knowledge to effectively participate on the team.
10. Recognize & celebrate team & individual accomplishments & exceptional performance

• Call Handling

1. Take customer calls as necessary and when volumes dictate or escalations present themselves
2. Manage and handle supervisor calls (problem resolution and escalation management)
3. Deliver on identified KPI

• Client Interaction

1. Client engagement, communication and interaction
2. May attend off site client required training and/or meetings
3. Must be responsive to email and telephone communication in a timely and professional manner
4. Attend client meetings and conference calls
5. Ensure Client deliverables and expectations are met

• Other

1. Carry out any other duties as required by the Company
2. Above are examples, but duties are not limited to these items only

TO APPLY:

Please contact the Employment Specialist you are working with at Centre for Skills Development to express interest.

OR

Non-registered applicants, please contact your nearest Centre for Skills Employment Services office to find out how to apply:

• Burlington: 905-333-3499 x 150
• Oakville: 905-333-3499 x 421
• Milton: 905-333-3499 x 459
• Mississauga: 905-333-3499 x 462

Post ID: HV - Boost Company: Burlington call centre Hours: Full time Wage: Status: Permanent How to apply: See details in posting on how to apply

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