Contact Center Manager

Job Description: HRG Group is seeking a part-time Contact Center Manager to join our team in Toronto, Ontario. As a mid-to-senior level role, the ideal candidate should have a minimum of 6 years of experience in contact center management.

Responsibilities: - Develop and implement contact center strategies to improve overall customer experience - Manage and oversee a team of contact center agents, providing guidance and support - Monitor key performance indicators (KPIs) and ensure targets are met - Conduct regular performance evaluations and provide feedback for continuous improvement - Collaborate with other departments to ensure seamless communication and coordination - Handle escalated customer complaints and provide resolutions in a timely manner - Stay up-to-date on industry trends and best practices in contact center management - Implement new technologies or tools to enhance contact center operations - Prepare and present reports on contact center performance to senior management

Requirements: - Bachelor's degree in business administration or related field - Proven experience in contact center management - Strong leadership and communication skills - Ability to work independently and adapt to changing environments - Emotional intelligence and ability to handle challenging situations with empathy - Strategic planning skills to drive business growth - Proficiency in contact center software and CRM systems - Excellent organizational and time management skills

Benefits: - Joining bonus - Remote work flexibility - Life insurance

Working Environment: At HRG Group, we encourage a spirit of exploration and taking calculated risks for growth. We provide a supportive and collaborative environment where employees can thrive and reach their full potential.

Equal Opportunity Statement: HRG Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment.

Deadline to apply: May 6, 2024. We look forward to receiving your application!

How to apply:

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