Call Centre Assistant Manager - Stittsville, Canada - AutoShack
Description
CALL CENTER ASSISTANT MANAGER
AUTOSHACK, a leading expert in Direct-to-Consumer Retail Auto Parts Distribution for 40+ years, is seeking a Call Center Assistant Manager. The Call Center Assistant Manager will help oversee and lead the operational and qualitative management of the 40+ Call Center Team.
The Call Center Assistant Manager will oversee; hiring, training, coaching, culture, payroll, Account Management support and discipline.
Call Center Assistant Manager Responsibilities
- Determine call center operational strategies: by conducting needs assessments, performance reviews, capacity planning, cost/benefit analyses, production, productivity, quality and customer service standards; contributing information and analysis to organizational strategic plans and reviews
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
- Accomplish call center human resource objectives by: recruiting, selecting, orienting, training, assigning, coaching, counseling and disciplining employees.
- Schedule, communicate job expectations; plan, monitor, appraise, review and enforce policies and procedures
- Identify deficiencies, develop recommendations for review with management and work with management to resolve issues
- Analyze sales date (KPI's) to strategize and develop new techniques to drive sales
- Meet call center financial objectives by: estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions
- Accomplish organizational goals by accepting ownership for accomplishing new and different requests
Call Center Assistant Manager Requirements
- Post-Secondary Education
- 5 years (dedicated or combined); Call Center Management, Business Development, Sales, Coaching & Training
- Expert in Microsoft Excel and Word
- Excellent computer skills
- High energy, selfstarter, selfmotivated
Compensation
- Includes a competitive salary and comprehensive benefits package.
Benefits:
- Dental care
- Extended health care
- Life insurance
- Onsite parking
- Vision care
Schedule:
- Day shift
- Weekend availability
Ability to commute/relocate:
- Stittsville, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Pass a criminal background check
Experience:
- Customer support: 3 years (required)
- Supervising: 2 years (required)
- Call center: 3 years (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location:
In person
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