Director of Contact Centre Operations

July 19, 2024 Propel your career further with this exciting opportunity as Director of Contact Centre Operations with one of Manitoba’s fastest growing internet providers. Put your strategy savvy and customer experience skills to good use in this people-focused role, where you’ll develop and implement strategies to carry the department forward through growth, change, and optimization. If you’re an experienced call centre or customer care manager who loves learning new technology, apply now! WHY WORK WITH THIS COMPANY? This rural internet solutions company has made a big name for itself, competing with major players in the Canadian internet sector. They are currently in a period of rapid expansion and are focused on optimization, and they need a confident leader to guide the way. Expect a generous salary with additional bonuses, excellent benefits, and opportunities to make a meaningful impact on rural communities as well as the team you support. YOUR RESPONSIBILITIES AS A DIRECTOR OF CONTACT CENTRE OPERATIONS: * Oversee and manage team leads within the contact centre, providing training and support, and implementing strategies for improving customer experience, driving sales, and utilizing agents during downtime. * Monitor metrics and departmental standards, ensuring team leads are reaching set goals. * Develop strategies by assessing sales and call trends, handle times, net promoter scores, departmental costs, and customer satisfaction reports. * Remain engaged with team leads and their direct reports; keep your finger on the pulse of the company, constantly assessing progress. * Guide team through change management and company optimization project; identify who on the team will benefit from cross-training and development. * Support workforce planning and HR duties within contact centre. * Troubleshoot, handle, and resolve employee issues. WHAT WE’RE LOOKING FOR IN A DIRECTOR OF CONTACT CENTRE OPERATIONS: * 4+ years experience managing a call centre team with a multi-disciplinary focus * Strong computer aptitude; familiarity with MS Excel; eager and able to learn new software for reporting and analysis * Exceptional written and verbal communication and customer service skills * An entrepreneurial, sales-driven, customer-focused mindset * Strong knowledge of CX strategies and customer journeys * Strategic and goal-driven; motivated to build and grow the department