Contact Center Manager

Brandt Group of Companies; Regina; On-site; CAD 52,000 - 66,000; Full time

Job summary

Brandt Group of Companies in Regina seeks a Call Center Supervisor to lead a 24/7 operations team and deliver exceptional product and service support to customers and dealer locations. Reporting to the Director of Customer Contact, the role focuses on developing a motivated workforce aligned with company success.

This position is ideal for someone with prior call center management experience who wants to contribute to a stable, growing company while enhancing customer experiences and employee

Qualifications

• Must have management experience in call center environment.
• Strong leadership and coaching skills.
• Proven ability to improve performance and customer experience.

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 team knowledge and capabilities.
• Champion an employee-centric culture with strong communication and engagement.
• Collaborate with partners to meet hiring plans and scheduling for service levels.
• Manage risk and ensure adherence to internal procedures and policies.
• Continuously review processes and suggest improvements for efficiency and customer experience.
• Facilitate team meetings for updates, trends and recognition.
• Support ongoing career development and growth opportunities.
• Deliver center KPIs and performance reviews.
• Resolve customer and branch complaints and escalations as needed.

Skills

Leadership

Coaching

Customer service

Job description

Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical.

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

Reporting to the Director of Customer Contact, the successful candidate will be responsible for developing a motivated and successful workforce that is focused on the success of the company, our customers and employees.

This is a great opportunity for someone with previous management experience in call center environment looking 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