Call Center Manager

American Iron & Metal Voir toutes les offres

Laval, QC
Permanent
Temps-plein

Il y a 1 mois

Company DescriptionAt Kenny U-Pull, we take pride in giving used vehicles a second life. Our 27 auto recycling yards across Quebec, Ontario, New Brunswick, and Nova Scotia are backed by 400+ employees who are passionate about reinventing the market for used cars and helping to create a greener environment for generations to come. Since 2008, we have recycled over 1 million vehicles and counting!Kenny U-Pull is a division of American Iron & Metal (AIM), a recognized global leader in the metal recycling industry, with more than 125 site locations, 4000 employees worldwide and over 3.5 billion dollars in yearly sales.Job DescriptionReports to the Senior Director - Call Center and Dispatch, the Call Center Manager plays a key role in coordinating and managing the daily activities of the department to ensure efficiency, productivity, and high-quality service delivery to customers.Working closely with the management team, he or she ensures that performance objectives are met while fostering an engaging, healthy, and talent-retentive work environment.What you're responsible for:

Managing the daily operations of the call center to ensure effective coverage, service quality, and adherence to performance indicators.
Establishing structure, guidelines, regular meetings, evaluations, and continuous improvement initiatives to support call center operations.
Supporting and coaching supervisors to achieve individual and collective performance goals.
Reviewing workforce planning on an annual and regular basis and aligning with talent acquisitions.
Identifying opportunities for process improvement and propose solutions to optimize productivity and customer experience.
Collaborating with the Senior Director in monitoring performance indicators (KPIs), analyzing results, and implementing action plans to achieve targets.
Supporting the implementation of quality assurance programs and training plans to enhance agent performance.
Ensuring compliance with company policies, procedures, and service standards.
Contributing to the preparation of performance reports and providing operational recommendations to management.
Identifying and developing processes to improve efficiency, productivity, and workflow while ensuring compliance with internal and external controls.
Participating actively in the budget preparation, analyse monthly and provide visibility on performance and gaps.
Analysing any performance gaps, proposing action plans and ensuring follow-up on actions implemented.
In collaboration with internal partners, developing a training program based on training needs for current employees and new employees.

QualificationsTo join our team:

You have 10 years of experience in customer service, including at least 5 years in a team management role (supervision or coordination).
You have excellent communication, leadership, and problem-solving skills.
You have a strong ability to analyze performance indicators, good analytical skills and strong ability to implement practical action plans.
You are proficient with computer tools and call center management systems (CRM, telephony, performance tracking).

Additional InformationWhat we offer:

A competitive wage + annual bonus
Group insurance after 3 months
Group RRSP with employer matching contribution up to 3.5%
Opportunities for advancement within the company
Exclusive employee discounts on parts at any Kenny site
Free coffee onsite
Free onsite parking

American Iron & Metal and its subsidiaries offer equal employment opportunities to all. Only candidates selected for an interview will be contacted.

American Iron & Metal

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