Call Center Manager

Job Description:

GHD Canada Holdings is seeking a dedicated and experienced Call Center Manager to join our team in Vancouver, British Columbia. As a mid-to-senior level position, we are looking for a candidate with at least 6 years of experience in call center management. The ideal candidate will be hardworking, passionate, and possess strong negotiation and decision-making skills.

Responsibilities: 1. Manage and oversee the daily operations of the call center, ensuring efficiency and effectiveness. 2. Supervise a team of call center agents, providing guidance, support, and training as needed. 3. Monitor call center metrics and performance to identify areas for improvement and implement solutions. 4. Develop and implement strategies to improve customer service and satisfaction. 5. Collaborate with other departments to ensure seamless communication and workflow. 6. Handle escalated customer calls and complaints, ensuring timely resolution and customer satisfaction. 7. Maintain call center technology and equipment, troubleshooting issues as needed. 8. Prepare and analyze reports on call center performance, presenting findings to senior management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in call center management, with a minimum of 6 years of relevant experience. 3. Strong communication and leadership skills. 4. Ability to multitask and work under pressure in a fast-paced environment. 5. Proficiency in call center technology and software. 6. Excellent organizational and time management skills.

Benefits: - Paid overtime - Paid sick leave - Parental leave

Working Environment: At GHD Canada Holdings, we strive for a harmonious workplace where collaboration and respect prevail. We value diversity and inclusion, and we believe in providing equal opportunities for all employees.

Deadline to Apply: April 1, 2024

Equal Opportunity Statement: GHD Canada Holdings is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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