Manager, Contact Center Operations (12-18 Month Term)

2 hours, 2 minutes ago
Full-time
Lead
Customer and Technical Support
Aspire Software

Aspire Software

Aspire Software specializes in vertical acquisition software, focusing on nurturing, enhancing, and growing a diverse portfolio of businesses by providing them with the necessary resources and expertise to maximize their growth potential.

Internet Software & Services
251-1K
Founded 2016

Description

  • Direct, administer, and control the day-to-day operations and activities of the assigned team or customer account.
  • Manage staff, staffing requirements, and daily center operations within the business development center.
  • Improve systems, processes, policies, and procedures to meet specific goals and service standards.
  • Partner with Dev to support successful deployments of company initiatives and strategies.
  • Provide coaching, corrective action plans, performance evaluations, and SMART goal development for team members.
  • Monitor queue performance objectives to optimize the customer experience.
  • Promote a positive work environment through communication and collaboration across the team.
  • Ensure effective communication within the center and with external stakeholders by cascading important updates.
  • Identify and implement operational improvements to drive better center performance.
  • Partner with Account Management, HR, and recruiting teams to improve customer experience, reduce churn, and support hiring and onboarding.

Requirements

  • Bachelor’s degree in business or a related field, or an equivalent combination of education and experience.
  • 5+ years of experience in call center management or operations management.
  • Strong experience managing large, diverse, multi-site teams.
  • Experience in process management, product management, and quality management.
  • Strong cross-functional negotiation and influencing skills to resolve problems and issues.
  • Flexibility to work within center hours of operation, including Monday to Friday 7:00 am to 11:00 pm and Saturday 8:00 am to 9:00 pm.
  • Ability to work limited operations during Canadian holidays and adapt to schedule changes with notice.
  • Criminal background check required.
  • Some travel required.
  • Bilingualism considered an asset.
  • Automotive industry experience considered an asset.

Benefits

  • Full-time schedule of 40 scheduled hours per week.
  • Strong benefits beginning after 3 months of employment.
  • Company-matched RRSP plan.
  • Access to an employee assistance program.
  • Monthly bonus plan.
  • Opportunity to work with a team committed to innovation, initiative, integrity, and teamwork.

Interested in this position?

Apply directly on the company website

Apply Now

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