Call Center Manager

Job Description:

We are currently seeking a highly experienced and dedicated Call Center Manager to join our team at Fidelity National Information Services in Montreal, Quebec, Canada. As a Call Center Manager, you will be responsible for overseeing the day-to-day operations of our call center, ensuring that customer service standards are met and exceeded.

Responsibilities: 1. Manage and lead a team of call center agents to ensure that performance metrics are met and exceeded. 2. Develop and implement strategies to improve call center efficiency and achieve key performance indicators. 3. Train, coach, and mentor call center agents to enhance their performance and customer service skills. 4. Monitor call center operations and implement process improvements to enhance the customer experience. 5. Handle escalated customer inquiries and issues in a timely and professional manner. 6. Analyze call center data and trends to identify areas for improvement and develop action plans. 7. Collaborate with other departments to ensure seamless customer service delivery. 8. Ensure compliance with all company policies and procedures.

Requirements: 1. Bachelor's degree in business administration or a related field. 2. Minimum of 8 years of experience in call center management. 3. Proven track record of achieving and exceeding performance metrics. 4. Excellent communication and interpersonal skills. 5. Strong leadership and decision-making abilities. 6. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 7. Energetic and dedicated personality traits. 8. Strong teamwork and analysis skills.

Benefits: 1. Joining bonus for new hires 2. Employee discounts on company products and services 3. Life insurance coverage

Working Environment: At Fidelity National Information Services, we value building strong relationships with colleagues, clients, and partners. We offer a collaborative and supportive work environment where employees can thrive and grow in their careers.

Deadline to Apply: March 31, 2024

Equal Opportunity Statement: Fidelity National Information Services is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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