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Sales and Services Customer Care Centre Manager 12 months

Sales and Services Customer Care Centre Manager (12 months)

The incumbent will be responsible for managing the sales and services call centre dedicated to direct Canadian and international customers. The successful candidate will ensure that Transat customers are served in accordance with established quality standards and sales objectives.

Responsibilities

* Ensure that the call centre meets its qualitative and quantitative objectives;

* Manage and mentor a team of supervisors;

* Flag, analyze, and help resolve problems related to systems and operations that affect service quality;

* Establish and maintain open lines of communication with all key stakeholders and partners;

* Coordinate the planning and review of agent incentive plans;

* Monitor agent turnover and develop initiatives to maintain retention;

* Participate in the interview process and make hiring recommendations;

* Ensure that new agents are quickly and effectively integrated into their teams;

* Identify opportunities to improve productivity, quality, and technologies;

* Maintain the proper ratio of supervisors to agents required to achieve objectives;

* Alert management of any situations that could damage customer relations;

* Organize and lead periodic team meetings and establish priorities;

* Foster employee engagement by sharing passion for sales and customer service.

Requirements

* University degree in a related field (an asset);

* Knowledge of operational tools (Salesforce, ICBM, Modèle server au lieu de vendre, etc.);

* Minimum of five years’ experience in management/supervision of employees;

* Knowledge in call centre management (an asset);

* Leadership style based on motivation and recognition;

* Good prioritization skills;

* Proficiency in spoken and written English and French;

* Good sense of initiative and resourcefulness;

* Aptitude for customer service;

* Ability to work under pressure and excellent decision-making skills;

* Availability outside normal working hours during irregular operations.

Job Details

Location : Montreal Head Office / Downtown

Type of Work : Temporary, full time

Job category : Call Centre and Customer Relations

Business segment : Head office

Business unit : Transat Tours Canada

Job # : TTC-18-185

End date of posting : 2018-06-25

I would like to apply for the post of Sales and Services Customer Care Centre Manager 12 months bases at your esteemed organisation. I have attached my CV.

CV:

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