Call Center Manager

Job Description: Steel Dynamics is seeking a dynamic and experienced Call Center Manager to join our team in Vancouver, British Columbia. As a Call Center Manager, you will be responsible for overseeing the day-to-day operations of our call center, ensuring that our team delivers exceptional customer service and meets performance targets. This role involves leading and motivating a team of call center representatives, monitoring call center metrics, and implementing strategies to improve efficiency and customer satisfaction.

Responsibilities: - Manage and lead a team of call center representatives, including hiring, training, and performance management - Develop and implement call center policies and procedures to ensure optimal performance - Monitor call center metrics and performance targets, and implement strategies to improve efficiency and customer satisfaction - Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner - Conduct regular performance reviews and provide feedback to call center representatives - Work with other departments to ensure a seamless customer experience across all touchpoints - Keep abreast of industry trends and best practices in call center management

Requirements: - Minimum of 6 years of experience in call center management or a related field - Excellent communication and leadership skills - Strong organizational and time-management abilities - Resilient and able to thrive in a fast-paced environment - Hardworking and dedicated to achieving results - Proficiency in data analysis and reporting - Soft skills in research and presentation - Bachelor's degree in Business Administration or a related field is preferred

Benefits: - Parental leave - Company transportation - Profit sharing

Working Environment: At Steel Dynamics, we embrace creativity in a culture that values fresh ideas and inventive solutions. Our team is dedicated to delivering high-quality service to our customers, and we encourage collaboration and innovation in everything we do.

Equal Opportunity Statement: Steel Dynamics is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to any status protected by federal, state, or local laws.

How to apply:

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