Job Order Detail

Description

Adecco is currently recruiting for a full time
permanent Call Centre Manager for a growing
organization in Regina, SK. You will be
responsible for the daily operations and
management of the call centre, acting as a mentor,
manager and problem solver while enhancing
customer service efficiency. The ideal candidate
will have a background in call center environment
at a management level and have strong
interpersonal skills.
Our client provides a competitive compensation and
benefits package.

Responsibilities for the Call Centre Manager will
include;
- Provide leadership, coaching and development to
team members while maintaining a culture of
effective quality and customer service standards
- Establish and meet performance targets
- Incorporate statistical analytics into staff
scheduling and management
- Prepare operational reports on a
daily/weekly/monthly basis
- HR functions including recruitment, hiring,
training and performance management
- Ensure quality customer service is provided to
all customers
- Conduct performance evaluations of all staff
- Ensure an effective communication process is
maintained ensuring employees are actively and
freely participating in that process
  
Qualifications Include;
- Five+ years of experience in a call center, two
to three years in a management role
- Exceptional coaching and mentoring skills
- Excellent analytical, customer service,
leadership and management skills
- Proven communication and interpersonal skills;
able to handle conflict and provide appropriate
coaching
- Strong organizational, time management and
problem solving skills
- Demonstrated ability to analyze data and develop
and implement processes
- Familiar with staff scheduling  to manage call
volumes
- Efficient with computer software; Microsoft
office (excel, word) and a working knowledge of
queue management software would be an advantage