Oversee and Running a site of approx. 200 staff members
Responsible for client interaction for multiple clients, KPI attainment and complete financial accountability
Experience in managing multiple lines of business types
High customer satisfaction and achievement of SLAs
Promote employee satisfaction and low attrition
Maintain a positive working environment and promote company culture initiatives
Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
Manage operating budget for site to meet profitability margins
Ensures operations delivery of client requirements as per contractual agreement, for example CSAT where applicable, service levels and other program KPI
Monitors center performance to ensure quality and service goals are met
Establishes, builds and monitors ongoing client relations ensuring effective and positive customer interaction and satisfaction
Candidate Profile
University or College education or equivalent experience; In depth understanding of Call Center operating principles, metrics, methods and systems gained through
Experience / Skill: 8 – 10 years relevant Operations / Call Center / Service experience in progressively senior roles with 3 – 5 years in management
Minimum 2 years’ experience with direct client service
Demonstrated strong fiscal management skills in a Profit and Loss environment
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