Online Call Center Manager

Job Description:

World Fuel Services is seeking a confident and resilient Online Call Center Manager to join our team in Toronto, Ontario. As a mid-to-senior level position, the Online Call Center Manager will be responsible for overseeing the daily operations of our online call center, ensuring efficient and effective customer service delivery.

Responsibilities: 1. Manage and supervise online call center staff, including recruiting, training, and performance evaluations. 2. Develop and implement strategies to improve customer service quality and efficiency. 3. Monitor and analyze call center performance metrics, identifying areas for improvement. 4. Handle escalated customer inquiries or issues, providing timely and effective resolutions. 5. Collaborate with other departments to ensure a seamless customer experience across all channels. 6. Stay up-to-date on industry trends and best practices in call center management. 7. Conduct regular team meetings to communicate goals, expectations, and feedback. 8. Prepare reports and presentations on call center performance for senior management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 7 years experience in call center management. 3. Strong critical thinking skills and ability to make quick decisions under pressure. 4. Excellent communication and persuasion skills. 5. Proven leadership experience and ability to motivate a team. 6. Proficiency in call center technology and software. 7. Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Personality Traits: - Confidence - Resilience

Soft Skills: - Critical thinking - Persuasion

Benefits: - Medical coverage - Free accommodation - Gym membership

Working Environment: At World Fuel Services, we promote equality and fairness for all employees, providing a supportive and inclusive work environment where everyone has the opportunity to succeed.

Deadline to apply: May 16, 2024

Equal Opportunity Statement: World Fuel Services is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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