Call Center Manager - Vancouver, Canada - Muktai Technologies

Description

Note:
This position is onsite job, Work from Office


Job location
:
Richmond

Corporate Centre, Richmond, Vancouver, British Columbia, Canada.
Organizing and directing the day-to-day activities related to the operation of the Call Center. Assists in managing, training & guiding call center supervisors in performing their duties. Collects and analyze call-center statistics


Responsibilities:

• Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customerservice standards; contributing information and analysis to organizational strategic plans and reviews.
• Assists in maintaining and improving 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.
• Assists in accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Assists in driving improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Assists in identifying creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems).
• Assists in driving continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• Assists in identifying and implementing new practices and processes that are best in field".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Ensures 100% adherence to all company policies and procedures (i.e.

Security, Health, Safety and Quality).

• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call centre operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of call centre experience in collections/sales/customer service/technical support.
• 1 or more years of managing supervisor's experience.

Interview Process:

• Those ready for virtual round of interview should only apply.
• Imp

- employee can request for reimbursement post joining onsite].


Job Types:
Full-time, Permanent


Salary:
$40,000.00-$70,000.00 per year


Benefits:

• Dental care
• Discounted or free food
• Employee assistance program
• Paid time off
• Tuition reimbursement

Flexible Language Requirement:

• English not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Overtime

Supplemental pay types:

• Commission pay
• Overtime

pay


Ability to commute/relocate:

• Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you currently employed as Call Center Manager or working in an Supervisory role in a Call Center/ BPO industry?
• Are you wellprepared and confident for your upcoming virtual interview?
• Would you be prepared to remit a sum of 3000 USD after your selection for employment to cover the expenses associated with visa consulting, processing, and documentation charges? Payment has to be made via PayPal.
• Do you have good knowledge in call center metrics like Attrition, Shrinkage, Capacity Planning, Scheduling, Staffing, SLA, People and Team management?

Work Location:
One location