Online Contact Center Manager

Job Description:

Quintiles Transnational Holdings is seeking a motivated and energetic individual to join our team as an Online Contact Center Manager in Toronto, Ontario. As an Associate Level position, the Online Contact Center Manager will be responsible for overseeing the day-to-day operations of our online contact center, ensuring that customer inquiries are addressed promptly and efficiently.

Responsibilities: - Manage a team of online customer service representatives, providing guidance and support as needed - Monitor and analyze key performance indicators to ensure targets are met - Implement and maintain contact center policies and procedures - Develop and implement training programs to enhance the skills of customer service representatives - Collaborate with other departments to ensure seamless communication and customer experience - Handle escalated customer inquiries and provide resolutions in a timely manner - Stay up to date on industry trends and best practices in online customer service

Requirements: - Bachelor's degree in Business Administration or a related field - Minimum of 5 years of experience in a contact center environment - Excellent communication and interpersonal skills - Strong planning and time management abilities - Ability to adapt to change quickly and efficiently - Proficiency in Microsoft Office and CRM software - Experience with online customer service platforms is preferred

Personality Traits: - Motivated - Energetic

Soft Skills: - Planning - Time management

Benefits: - Company equipment provided - Disability insurance - Travel and spending expenses covered

Working Environment: Our team operates in a flexible environment that thrives on innovation and adaptability. We encourage our employees to embrace change and seek out new opportunities for growth.

Equal Opportunity Statement: Quintiles Transnational Holdings 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.