Contact Center Manager

Job Description:

Crown Holdings is seeking a passionate and experienced Contact Center Manager to join our team in Montreal, Quebec. As a Contact Center Manager, you will be responsible for overseeing all aspects of the contact center operations and ensuring the highest level of customer service is provided to our clients.

Responsibilities: 1. Develop and implement contact center policies and procedures to ensure efficient and effective operations. 2. Manage a team of customer service representatives, providing coaching and training as needed. 3. Monitor and evaluate customer service metrics and implement strategies to improve performance. 4. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner. 5. Work closely with other departments to ensure seamless communication and collaboration within the organization. 6. Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement. 7. Stay up-to-date on industry trends and best practices in customer service to implement innovative solutions. 8. Utilize data analytics to drive decision-making and improve overall contact center performance.

Requirements: 1. Bachelor's degree in business administration or a related field. 2. Minimum of 8 years of experience in a contact center or customer service management role. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Proven track record of driving operational efficiency and achieving customer service goals. 6. Independent and resilient personality traits. 7. Strong research and creativity skills. 8. Proficiency in Microsoft Office and contact center software. 9. Ability to work in a fast-paced environment and handle multiple priorities.

Equal Opportunity Statement: Crown Holdings is an equal opportunity employer and is committed to promoting a diverse and inclusive work environment. We welcome applications from all qualified individuals, regardless of race, gender, age, disability, or any other protected status.

If you are a dynamic and experienced Contact Center Manager looking for a new challenge, we encourage you to apply by the deadline of June 7, 2024. In return, Crown Holdings offers company transportation, life insurance, profit-sharing benefits, and a working environment that encourages curiosity and questioning to fuel innovation and growth.

How to apply:

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