Manager, Contact Center Operations

Valsoft Corporation; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

40 hours per week schedule

Benefits after 3 months

Company RRSP match

Employee assistance program

Monthly bonus plan

Job summary

Valsoft Corporation seeks a Manager of Contact Center Operations to lead day-to-day operations, drive process improvements, and deliver superior customer experiences.

You will oversee staffing, coaching, and performance metrics across multiple sites, while partnering with Dev and HR to ensure successful deployments and recruitment effectiveness.

Qualifications

• Bachelor’s degree in business or related field is required.
• 5+ years in call center or operations management.
• Experience managing large, multi-site teams.
• Cross-functional negotiation and influencing skills.
• Background check required and some travel may be needed.

Responsibilities

• Direct and supervise day-to-day operations for the assigned team/customer account.
• Ensure adherence to guidelines to deliver high-quality service.
• Lead initiatives with Dev to support deployments and company strategies.
• Provide coaching, corrective actions, and SMART goal development.
• Meet or exceed queue performance objectives to optimize customer experience.
• Foster a positive, collaborative work environment and clear internal communications.
• Communicate effectively within the Center and with external stakeholders.
• Identify opportunities to drive operational improvements in the Center.
• Collaborate with Account Management to improve customer experience and reduce churn.
• Partner with HR to optimize recruitment and staffing strategies.
• Assist in recruitment and onboarding processes and refinements.
• Participate in client meetings as required.

Skills

Call Center

People Leadership

Process Management

Quality Management

Negotiation

Travel Flexibility

Bilingual

Education

Bachelor’s degree in business or related field

Job description

The Manager of our Contact Center Operations plans and implements call center strategies and operations, improving systems and processes, new project development, assisting in and developing policies and procedures to meet specific goals, managing staff,and overseeing daily operations and staffing within our business development center. This role also focuses on problem solving, account relations, coaching and mentoring to ensure teams and individuals are meeting their production and service metrics. A successful Manager will bring change management experience and strong people and process leadershipskills to the team.

Responsibilities:

• Direct, administer and control the day-to-day operations and activities of the assigned team/customer account.
• Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care.
• Active Role by promoting the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments.
• Provide ongoing feedback in the form of coaching, correction action plans, performance evaluations and the development of SMART goals.
• Accountable to meet or exceed all queue performance objectives to optimize the customer experience.
• Promote and foster a positive work environment by encouraging communication and collaboration among the team.
• Ensure effective communication within the Center and with key stakeholders outside of the operations (cascade relevant/important messages)
• Take an active role in driving operational improvements in the Center by identifying and implementing opportunities.
• Partner with Account Management to ensure we are actively working to improve the customer experience and reduce churn.
• Collaborate with the HR team to maximize the recruitment strategy and manage staffing requirements.
• Support and assist in the recruitment and onboarding process including suggesting refinements.
• Participates in existing/potential client meetings where required.

Requirements

• Bachelor’s degree in business or related field experience or a combination of education and experience
• 5+ years experience in call center management/operations management.
• Strong, demonstrated experience in managing large, diverse, multi-site teams
• Experience in Process Management, Product Management and Quality Management
• Require cross functional negotiation and influencing skills to resolve problems and issues
• Our Center has hours of operation between 7:00 am till 11:00 pm Monday to Friday and 8:00 am till 9:00 pm on Saturdays. The center is closed on Sundays and runs limited operations during Canadian holidays. Applicants are asked to be flexible to work within these hours of operation. Hours are subject to change with notice.
• Criminal background check required.
• Some travel required
• Bilingualism would be considered an asset
• Experience in the automotive industry would be an asset

Benefits

What We Offer

• A chance to be a part of a team of professionals committed to innovation, initiative, integrity & teamwork.

• A full-time schedule, consisting of 40 scheduled hours per week.

• Strong benefits offerings beginning after 3 months of employment.

• Company match RRSP Plan

• Access to our employeeassistanceprogram.

• Monthly Bonus Plan