Contact Center Manager

Job Description:

We are seeking a dynamic and experienced Contact Center Manager to join our team at Rogers Communications in Montreal, Quebec. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our team delivers exceptional customer service to our clients.

Responsibilities: - Develop and implement strategies to improve the overall performance of the contact center, including customer satisfaction, efficiency, and quality metrics - Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement - Provide leadership, guidance, and support to contact center agents to help them achieve their performance goals - Conduct regular performance reviews and provide feedback to agents to help them improve their skills and achieve their targets - Manage scheduling and staffing levels to ensure adequate coverage during peak hours - Handle escalated customer inquiries and complaints in a professional and timely manner - Collaborate with other departments to resolve customer issues and improve overall customer experience - Stay up-to-date on industry trends and best practices to continuously innovate and improve our contact center operations

Requirements: - Bachelor's degree in Business Administration or a related field - Minimum of 5 years of experience in a contact center management role - Strong leadership and team-building skills - Excellent communication and interpersonal skills - Adaptable and confident personality traits - Analytical and critical thinking skills - Ability to thrive in a fast-paced environment and work well under pressure - Knowledge of contact center technology and CRM systems - Bilingual in English and French is an asset

Benefits: - Company transportation - Parental leave - Travel & spending expenses

Working Environment: Our working environment is focused on exceeding customer expectations and delivering delight. We encourage a collaborative and supportive atmosphere where every team member has the opportunity to contribute and make a difference.

Equal Opportunity Statement: Rogers Communications is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other status protected by law. All qualified candidates are encouraged to apply.

How to apply:

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