Contact Center Manager - Regina, Canada - Brandt

Brandt

Verified Company

Regina, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Brandt is a growing family business based in Regina with over 5,000 employees. We design and manufacture equipment, as well as distribute iconic brands like John Deere & Peterbilt. In all cases, exceptional customer support and deep customer understanding are critical.

To support our continued growth, Brandt is looking to hire a Contact Center Manager to provide support to our 24/7 call center operations team and lead the delivery of exceptional product and service support to our customers and dealer locations.

This is a great opportunity for someone with previous management experience in call center environment looking leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company.

DUTIES & RESPONSIBILITIES

Lead the implementation and delivery of the contact centre mission and vision
Provide leadership to a team of 510 parts people in a 24/7 contact center environment
Deliver skill development coaching to improve performance, productivity, sales and customer experience
Measure, monitor and diagnose performance gaps to deliver on enterprise performance goals
Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of team
Champion an employee centric culture focused on high levels of communication and engagement
Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals
Manage risk and adherence to all internal procedures and policies
Continuously review processes and practices and make recommendations to improve operational efficiency and customer experience
Facilitate team meetings to deliver procedural updates, performance trends, best practice sharing and employee recognition
Facilitate ongoing career development and growth opportunities
Deliver parts center KPIs and performance reviews
Resolve customer and branch complaints and escalations as needed

Required Skills:

25 years' previous leadership experience preferred
Demonstrated leadership skills with the ability to manage directly and indirectly reporting staff
Exceptional organizational and time management skills
Careful attention to detail
Strong work ethic, combined with a dedication to excellence
Accomplished oral and written communication skills
Proven experience leading a team to achieve required goals
Analytical thinker with strong problem solving and organizational skills
Ability to diagnose skill and knowledge gaps and improve performance through skill development and coaching
Previous experience with Heavy Equipment, Truck and Trailer or Agricultural Equipment would be considered an asset
Relevant postsecondary education would be considered an asset
Must be able to work shift work in order to support 24/7 operation

Required Experience