The Director of Call Centres is a proven Call Centre leader who possesses the leadership, skills and experience, in a multi-client environment, required to align client and internal expectations. The Director will oversee the day to day operations of two rapidly growing Call Centres.
Core Competencies
- Bilingual (English/French)
- Customer Focus
- Communication
- Team Work
- Time Management
- Adaptability/ Flexibility
- Decision Making and Judgement
- Planning and Organizing
- Problem Solving
- Results Driven
- Accountability and Dependability
- Ethics and Integrity
- Leadership
- Coaching and Mentoring
- Staff Management
Responsibilities
- Review and analyze performance data, recognize statistical patterns and develop effective solutions
- Review current operations from a people, process and technology perspective
- Review future requirements against business goals and objectives
- Develop and establish best practices and standardization, that can transcend across all locations
- Establish system of metrics to drive productivity
- Plan, direct and oversee the development of goals and objectives
- Provide regular updates to stakeholders
- Uphold company policies and procedures
- Manage and mentor staff
- Create a positive and energetic environment
- Stay current on vendor communications services and manage vendor relationships.
- Create and manage department budget and meet financial target
- Manage all recruiting efforts
- Directly involved in developing and acquiring new business
Requirements
- Bachelor's Degree in business, communications or related field required.
- + 5 years' experience in managing Call Centre operations, preferably in financial or insurance related industries.
- Must have current knowledge of Call Centre metrics, best practices and technologies
- Excellent written and verbal communication skills.
- Excellent organizational, strategic, planning and implementing skills.
- Ability to work in a fast moving, high pressure environment
- Ability to follow through and make decisions independently
- Proven people management skills
- Fully bilingual (French/English)
NO AGENCIES PLEASE