2022-09-13 12:59:32 Jump

Customer Contact Center Manager (CCC)


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Role

In order to continue its growth and maintain its high standards of customer service, our client is looking for a Manager, Customer Contact Center.

In an environment in full digital transformation, the manager will have for objective to:

  • Ensure the smooth running of all operational activities;
  • Ensure the quality of the customer experience while promoting the development of human resources.
  • Reporting to the Director of Customer Service Operations, the person will join a dynamic team and will be supported by team leaders for the management of approximately 30 internal employees.
  • The customer contact center is also composed of an outsourcer and the manager will ensure the smooth operation of both sites.

Responsibilities

  • Meet and exceed the objectives of the various performance measures of the customer contact center;
  • Implement team-based management and communication practices that promote collaboration and resource mobilization;
  • Act as a change agent to implement practices aimed at continuous improvement of the customer experience;
  • Manage, coach and develop the team leaders who supervise the various groups of consultants;
  • Ensure the smooth functioning of operations and customer service by maintaining a positive, engaging and enjoyable work environment;
  • Follow-up with various business partners to resolve complex problems and optimize operations;
  • Analyze and measure various indicators to ensure consistent performance and customer experience, while maintaining operational excellence and profitability;
  • Foster talent development and best communication practices to provide an engaging work environment.

Ideal Requirements

  • 5 years of management experience, ideally in a customer contact center;
  • College or university degree;
  • Motivated by the achievement of results;
  • Natural leadership and communication skills to maintain positive relationships;
  • Experience in change management is an asset;
  • Share the values of the organization (teamwork and collaboration, customer service, adaptation to change and innovation);
  • Bilingualism, both written and spoken;

Our client takes care of its employees by offering:

  • A dynamic environment in a growing company allowing latitude in the realization of projects;
  • A competitive compensation package and a bonus based on the achievement of objectives;
  • A range of competitive benefits (group insurance, RRSP, etc.);
  • A collegial atmosphere and unlimited latte;
  • Free covered parking included;
  • Daytime work schedule and a 37.5 hour work week;
  • Company discount on annual gym membership;
  • Telecommuting during and after the pandemic situation;
  • Wellness program, including free telemedicine service.

ID – 7992

Isabelle Munger

Associée / Consultante sénior

...

isabelle@jumprecruteurs.ca

514-658-JUMP (5867) poste 202

Cell 514-576-8151

I am interested !


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