Call Center Manager

Job Description

Reports to the Senior Director – Call Center and Dispatch, the Call Center Manager plays a key role in coordinating and managing the daily activities of the department to ensure efficiency, productivity, and high-quality service delivery to customers.

Working closely with the management team, he or she ensures that performance objectives are met while fostering an engaging, healthy, and talent-retentive work environment.

What you're responsible for:

• Managing the daily operations of the call center to ensure effective coverage, service quality, and adherence to performance indicators.
• Establishing structure, guidelines, regular meetings, evaluations, and continuous improvement initiatives to support call center operations.
• Supporting and coaching supervisors to achieve individual and collective performance goals.
• Reviewing workforce planning on an annual and regular basis and aligning with talent acquisitions.
• Identifying opportunities for process improvement and propose solutions to optimize productivity and customer experience.
• Collaborating with the Senior Director in monitoring performance indicators (KPIs), analyzing results, and implementing action plans to achieve targets.
• Supporting the implementation of quality assurance programs and training plans to enhance agent performance.
• Ensuring compliance with company policies, procedures, and service standards.
• Contributing to the preparation of performance reports and providing operational recommendations to management.
• Identifying and developing processes to improve efficiency, productivity, and workflow while ensuring compliance with internal and external controls.
• Participating actively in the budget preparation, analyse monthly and provide visibility on performance and gaps.
• Analysing any performance gaps, proposing action plans and ensuring follow-up on actions implemented.
• In collaboration with internal partners, developing a training program based on training needs for current employees and new employees.

Qualifications

To join our team:

• You have 10 years of experience in customer service, including at least 5 years in a team management role (supervision or coordination).
• You have excellent communication, leadership, and problem-solving skills.
• You have a strong ability to analyze performance indicators, good analytical skills and strong ability to implement practical action plans.
• You are proficient with computer tools and call center management systems (CRM, telephony, performance tracking).

Additional Information

What we offer:

• A competitive wage + annual bonus
• Group insurance after 3 months
• Group RRSP with employer matching contribution up to 3.5%
• Opportunities for advancement within the company
• Exclusive employee discounts on parts at any Kenny site
• Free coffee onsite
• Free onsite parking

American Iron & Metal and its subsidiaries offer equal employment opportunities to all. Only candidates selected for an interview will be contacted.