We are looking for a customer-focused strategic and inspiring Contact Center Manager to join our Customer Service team. Reporting directly to the Customer Service Director, the successful candidate will be responsible for the full operational leadership and control of Viva Wallet contact center departments, by ensuring that agents comply with all call center objectives, performance standards and policies.
If you consider yourself as the ideal candidate for this exciting opportunity of Contact Center Manager , apply now!
More specifically, as a Contact Center Manager, you will :
Handle all the monitoring and control of Viva Wallet multilingual contact centers to ensure that agents comply with company’s objectives and policies;
Manage the day to day performance of the contact center operations to deliver a best in class service, meeting or exceeding all service targets;
Ensure that SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery;
Monitor, analyze and evaluate performance key metrics and call-center statistics;
Develop new business initiatives to enhance service levels and ensure high level of customer satisfaction;
Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures;
analyzing variances; initiating corrective actions;
To be considered you should have :
Previous experience as Contact Center Manager (3 years minimum);
Excellent use of English & French language;
Exceptional ability to lead, coach, develops effective teams;
Strong analytical and problem-solving skills;
Excellent interpersonal, customer service, verbal and written communication, and conflict resolution skills;
Proficient in MS Office and call center equipment / software programs;
We are offering an attractive competitive salary and the opportunity for a rapid career development, working closely with a highly motivated team in a dynamic and fast- paced environment.