Contact Center Manager
Contact Center Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Role: Contact Center Manager
Volume of Roles: 2
Experience Level: 5 10 years.
Location: Ottawa (Hybrid)
Nature of Role: Contractor to Perm (6 months)
Start Date: MidMarch 2025 (flexible)
Canadian Citizens only.
Occasional travel may be required.
Reliability Security Clearance Active or Eligible
Job Summary: The Contact Center Manager is responsible for overseeing the daily operations of the contact center ensuring high levels of customer satisfaction and operational efficiency. This role involves managing a team of customer service representatives developing strategies to improve service quality and implementing best practices to enhance the overall customer experience.
Key Responsibilities:
- Manage and lead the contact center team to achieve performance targets and service level agreements (SLAs).
- Develop and implement strategies to improve customer service quality and operational efficiency.
- Monitor and analyze contact center metrics to identify areas for improvement.
- Provide coaching training and support to customer service representatives.
- Handle escalated customer inquiries and resolve complex issues.
- Collaborate with other departments to ensure seamless customer service delivery.
- Develop and maintain contact center policies and procedures.
- Ensure compliance with company policies and industry regulations.
- Prepare and present regular reports on contact center performance to senior management.
- Stay updated on industry trends and best practices in contact center management.
Qualifications:
- 5 10 Years proven experience as a Contact Center Manager or in a similar role.
- Strong understanding of contact center operations and customer service principles.
- Excellent leadership and team management skills.
- Outstanding communication and interpersonal abilities.
- Proficient in contact center software and CRM systems and Genesys CISCO AWS Cloud Five9)
- Experience in developing and implementing customer service strategies.
- Strong analytical and problemsolving skills.
- Ability to work in a fastpaced and dynamic environment.
- Relevant certifications (e.g. Certified Contact Center Manager) are a plus.
- Preferably experience in working for either Municipal Provincial or Federal Government in Canada.
Skills:
- Leadership and team management.
- Strategic thinking and planning.
- Effective communication and presentation.
- Project management.
- Customer service excellence.
- Data analysis and interpretation.
- Technical proficiency in contact center systems.
Preferred Certifications:
- Certified Contact Center Manager (CCCM)
- Project Management Professional (PMP)
- Certified Customer Service Professional (CCSP)
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
