Online Call Center Manager

Job Description:

PCL Construction is seeking a dynamic and experienced Online Call Center Manager to join our team in Vancouver, British Columbia. As the Online Call Center Manager, you will be responsible for overseeing our online call center operations, ensuring exceptional customer service and client satisfaction. This is a part-time position at a mid-to-senior level, requiring at least 8 years of experience in call center management.

Responsibilities: - Manage and oversee the daily operations of the online call center, including supervising staff, resolving customer issues, and monitoring call center KPIs. - Develop and implement strategies to improve call center efficiency and customer satisfaction. - Recruit, train, and coach call center staff to ensure high performance and productivity. - Conduct performance evaluations, provide feedback, and implement corrective actions as needed. - Collaborate with other departments to address customer needs and improve call center processes. - Handle escalated customer complaints and provide resolution in a timely and professional manner. - Analyze call center data and trends to make informed decisions and recommend changes to management.

Requirements: - Proven experience in call center management with a minimum of 8 years in a similar role. - Strong leadership skills and the ability to motivate and inspire a team. - Excellent communication and interpersonal skills. - Proficiency in call center software and CRM systems. - Ability to work independently and prioritize tasks effectively. - Driven and results-oriented personality traits. - Strong presentation and planning skills. - Equal opportunity employer: PCL Construction is an equal opportunity employer and welcomes applications from all qualified individuals.

Benefits: - Joining Bonus for successful candidates. - Travel opportunities for training and conferences. - Medical coverage for eligible employees.

Working Environment: At PCL Construction, we believe in fostering a culture where employees are encouraged to think and act like entrepreneurs. We value creativity, innovation, and collaboration, and strive to create a positive and empowering work environment for all team members.

If you are a motivated and experienced Online Call Center Manager looking to take on a new challenge, we want to hear from you! The deadline to apply for this position is July 22, 2024. Apply now to join our team at PCL Construction in Vancouver, BC.

How to apply:

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