Call Center Manager

Job Description:

Ford Motor Company is seeking a highly experienced and motivated Call Center Manager to join our team in Toronto, Ontario. As a mid-to-senior level position, the Call Center Manager will be responsible for overseeing and managing a team of call center representatives to ensure exceptional customer service and operational efficiency.

Responsibilities: 1. Lead and manage a team of call center representatives, including hiring, training, coaching, and performance management. 2. Develop and implement call center policies and procedures to ensure consistent and high-quality customer service. 3. Monitor call center metrics and KPIs to identify opportunities for improvement and implement strategies to increase efficiency and productivity. 4. Resolve customer complaints and escalations in a timely and professional manner. 5. Coordinate with other departments within the company to address customer issues and provide seamless service. 6. Conduct regular performance reviews and provide feedback to team members to promote their professional growth and development. 7. Analyze call center data and trends to make informed decisions and improve overall performance. 8. Stay up-to-date on industry trends and best practices in call center management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 6 years of experience in call center management or a similar role. 3. Strong leadership and communication skills. 4. Demonstrated ability to effectively manage a team and drive results. 5. Excellent problem-solving and decision-making abilities. 6. Reliable and resilient personality traits. 7. Attention to detail and negotiation soft skills. 8. Proven track record of meeting and exceeding performance targets.

Benefits: - Paid Time Off (PTO) - Paid overtime - Medical coverage

Working Environment: At Ford Motor Company, we are committed to pursuing excellence in every endeavor and setting a high standard for achievement. Our team members are encouraged to innovate, collaborate, and strive for continuous improvement.

Equal Opportunity Statement: Ford Motor Company is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to any of these factors.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.