Online Contact Center Manager

Job Description:

Western Refining is seeking a dynamic and experienced Online Contact Center Manager to join our team in Toronto, Ontario. As a part-time position with a mid-to-senior level of seniority, the Online Contact Center Manager will be responsible for overseeing all aspects of our online contact center operations. The ideal candidate will have at least 6 years of experience in a similar role and possess the personality traits of being reliable and motivated, as well as the soft skills of analysis and creativity.

Responsibilities: - Manage and lead a team of online contact center agents to ensure excellent customer service and support is provided to all customers - Develop and implement strategies to improve efficiency and effectiveness of online contact center operations - Monitor key performance indicators (KPIs) and make data-driven decisions to optimize performance - Collaborate with other departments, such as marketing and IT, to improve customer experience and drive business growth - Stay up-to-date with industry trends and best practices in online contact center management and implement new technologies as needed - Train, mentor, and develop team members to enhance their skills and capabilities - Handle escalated customer inquiries and complaints in a timely and professional manner - Prepare reports and presentations to senior management on contact center performance and initiatives

Requirements: - Bachelor's degree in Business Administration or related field - Proven experience in online contact center management, with at least 6 years of relevant experience - Excellent communication and interpersonal skills - Strong leadership and team-building abilities - Proficiency in customer relationship management (CRM) software and other contact center technologies - Ability to analyze data and make data-driven decisions - Experience in developing and implementing contact center strategies - Strong problem-solving skills and ability to work under pressure

Benefits: - Travel and spending expenses - Parental leave - Dental insurance

Working Environment: At Western Refining, we encourage a culture of ongoing learning and development for personal and professional growth. Our team is dedicated to providing a supportive and inclusive working environment where employees can thrive and succeed.

Deadline to Apply: May 4, 2024

Equal Opportunity Statement: Western Refining is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We are committed to diversity and inclusion in our workforce.

How to apply:

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