Call Centre Assistant Manager - Stittsville, Canada - AutoShack

AutoShack
AutoShack
Verified Company
Stittsville, Canada

1 month ago

Sophia Lee

Posted by:

Sophia Lee

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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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