Call Center Manager

Job Description:

Shell Canada Limited is seeking a dedicated and energetic Call Center Manager to join our team in Toronto, Ontario. As a mid-to-senior level position, the successful candidate should have a minimum of 8 years of experience in a call center environment.

Responsibilities: - Plan, direct, and oversee the operations of the call center, ensuring efficient service delivery and customer satisfaction - Develop and implement strategies to improve call center performance, including call handling times, response rates, and customer retention - Monitor and analyze call center metrics to identify trends and areas for improvement - Train, mentor, and supervise call center staff to ensure a high level of professionalism and performance - Collaborate with other departments to resolve customer issues and improve overall service delivery - Regularly review and update call center policies and procedures to align with industry best practices - Conduct performance evaluations and provide feedback to call center staff - Identify and implement technology solutions to enhance call center operations - Handle escalated customer issues and resolve conflicts in a timely and effective manner

Requirements: - Bachelor's degree in Business Administration or a related field - Proven experience in call center management, with a minimum of 8 years working in a similar role - Strong leadership and communication skills - Excellent problem-solving abilities and attention to detail - Ability to work in a fast-paced environment and manage multiple priorities - Proficiency in call center software and CRM systems

Personality traits: energetic, dedicated Soft skills: cooperation, presentation

Benefits: - Employee discounts - Gym membership - Retirement plan

Working environment: At Shell Canada Limited, we strive to cultivate leaders who foster inclusivity and mentorship. Our team is dedicated to promoting a positive and supportive work culture where all employees can thrive and grow.

Equal Opportunity Statement: Shell Canada Limited is committed to creating a diverse and inclusive workplace. We are an equal opportunity employer and consider all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status. All qualified individuals are encouraged to apply.

Deadline to apply: 2024-06-10

Join our team at Shell Canada Limited and make a difference in the lives of our valued customers. Apply now!

How to apply:

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