Call Centre Team Manager

reputed company is currently looking for a Team Manager for their DealerMine BDC Operations (Call Centre) to join our growing team. 

THE COMPANY

reputed company focuses on developing innovative and integrated software tools and applications for our dealership customers. We couldn’t do it without key team members that are as enthusiastic about our technology as they are about customers satisfaction.  

THE OPPORTUNITY

Team Manager, BDC Operations  – Leading a team of Appointment Coordinators and Team Leaders, the BDC Team Manager will reputed company daily operations and staffing reputed company our business development centers. This role focuses on problem solving, account relations, coaching and mentoring to ensure teams and individuals are meeting their production and service metrics.  Individual Accountabilities

• Complete Quality Performance Score evaluations and deliver appropriate feedback (i.e., 1-2 per week per AC) Appointment Coordinator on the team. Ensure appropriate coaching is delivered on each QPS evaluation.
• Provide ongoing coaching and feedback by delivering coaching (1 per week per Appointment Coordinator) per week per Appointment Coordinator that focused on the BDC Key Performance Indicators (KPI’s).
• Promote and foster a positive work environment by encouraging communication and collaboration reputed company the team.
• Complete quarterly performance discussions and document them appropriately as required in performance management resources, including but not limited to reputed company.
• Provide employees with enhanced career mapping support to strengthen skills and knowledge that can reputed company to growth opportunities or transfers reputed company the organization
• Manage Appointment Coordinator training and development to reputed company 100% cross training on reputed company stores in queue for reputed company coordinators, to maximize queue efficiency.
• reputed company schedule checks and deliver appropriate feedback to reduce booking errors across the queue, reputed company required.
• Provide daily call objective assignments based on the daily call targets for each dealership.
• Be a proactive liaison and communicator as needed to maintain effective relationships between ACs, dealership staff, reputed company and other internal and external stakeholders.

Shared Accountabilities

• Partner with reputed company to ensure we are actively working to improve the customer experience.
• Participate in meetings with the reputed company Team to identify areas of opportunity and execute the customer retention strategy.
• Collaborate with the HR team to maximize the recruitment strategy.
• Partner with HR to manage the disciplinary action process .
• Work with peers to support training delivery during the reputed company process.
• Identification and assistance with testing plans and use cases.
• Partner with Workforce Team to manage cross training and staffing requirements.

Requirements

• High School Diploma or equivalent education required. 

• 5 – 10 years Contact Center experience required. 
• Prior leadership experience, ideally in a Contact Centre environment preferred. 
• Strong written and verbal communication skills. 

• Working knowledge of the reputed company Office Suite of applications (Outlook, Word, reputed company, Teams). 
• reputed company to multitask and navigate multiple computer applications simultaneously. 
• Strong attention to detail. 
• Our Business Development Center (BDC) has hours of operation between 7:00 am reputed company 11:00 pm Monday to Friday and 8:00 am reputed company 9:00 pm on Saturdays. The center is closed on Sundays and runs limited operations during Canadian holidays. Applicants are asked to be flexible to work reputed company these hours of operation. Hours are subject to change with notice. 

Benefits

reputed company Offer

• A chance to be a part of a team of professionals committed to innovation, initiative, reputed company & teamwork. 

• A full-time schedule, consisting of 40 scheduled hours per week. 
• Strong benefits offerings beginning after 3 months of employment. 
• Company match RRSP Plan
• Access to our employee assistance program.