Contact Center Manager - Work from home

Job Description:

Burlington Stores is seeking a Contact Center Manager to work remotely from Montreal, Quebec. This part-time position is ideal for someone with mid-to-senior level experience, who is reliable, energetic, and possesses strong critical thinking and creativity skills. The Contact Center Manager will be responsible for overseeing and managing all aspects of the contact center operations, including supervising a team of agents, ensuring quality customer service, analyzing data to improve performance, and implementing strategies to increase efficiency and productivity.

Responsibilities: - Supervise a team of contact center agents, providing guidance and support as needed - Monitor and analyze key performance indicators to identify areas for improvement - Develop and implement strategies to enhance the overall customer experience - Collaborate with other departments to ensure seamless communication and operations - Conduct regular team meetings and trainings to keep agents informed and motivated - Handle escalated customer inquiries and provide timely and effective resolutions - Maintain accurate records and documentation of all interactions and transactions - Stay up-to-date on industry trends and best practices to drive continuous improvement - Assist in recruiting, hiring, and onboarding new team members as needed - Adhere to company policies and procedures to ensure compliance with regulations

Requirements: - Bachelor's degree in Business Administration or related field - Minimum of 7 years of experience in a contact center or customer service role - Proven track record of managing and leading a team towards achieving goals - Excellent communication and interpersonal skills - Ability to work independently and collaboratively in a remote environment - Strong analytical and problem-solving skills - Proficient in Microsoft Office and contact center software - Bilingual in English and French is preferred

Benefits: - Free accommodation for select travel opportunities - Paid sick leave for work-related absences - Opportunities for professional development and growth within the company - Flexible work schedule to accommodate personal and professional commitments

Equal Opportunity Statement: Burlington Stores is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive work environment where all employees are valued and respected.

Deadline to apply: May 16, 2024

If you meet the requirements for this exciting opportunity and are looking to join a dynamic and innovative team, we encourage you to apply today!

How to apply:

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