Call Center Manager

Job Description:

As a Call Center Manager at Stryker in Montreal, Quebec, CA, you will be responsible for overseeing and managing all aspects of the call center operation. You will lead a team of customer service representatives, ensuring that they provide exceptional service to customers while also meeting performance targets.

Responsibilities: 1. Develop and implement call center policies and procedures to ensure efficient and effective operations. 2. Monitor and analyze call center metrics to identify areas for improvement and implement solutions. 3. Train, coach, and mentor call center staff to ensure they have the skills and knowledge needed to excel in their roles. 4. Manage scheduling and staffing to ensure adequate coverage during busy periods. 5. Handle escalated customer complaints and issues, working to resolve them in a timely and satisfactory manner. 6. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 7. Stay up-to-date on industry trends and best practices to continually improve the call center operation.

Requirements: 1. 7 years of experience in a call center or customer service environment. 2. Strong project management skills with the ability to prioritize and meet deadlines. 3. Excellent decision-making abilities, with a focus on problem-solving and critical thinking. 4. Motivated and resilient personality traits to inspire and lead a team through challenges. 5. Excellent communication skills, both written and verbal. 6. Bachelor's degree in a related field preferred.

Benefits: 1. Travel & spending expenses 2. Parental leave 3. Dental insurance

Working Environment: At Stryker, we offer a flexible environment that adapts to change with speed and efficiency. We value a collaborative and supportive culture where all team members can thrive and succeed.

Deadline to Apply: 2024-05-22

Equal Opportunity Statement: Stryker is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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