Call Center Manager / Office Administration

Job Description

Carloans411 are leaders in our field and is a Canadian-owned and operated company. We are responsible for building and operating digital platforms to provide customer solutions and generate leads for our partners.
Our head office is located in Toronto, Ontario (Keele and Steeles). We are entrepreneurial, fast-paced, and collaborative. We have a fun team and are looking for a Call Centre Manager/Office Administrator to facilitate our vision. To achieve this goal, we are looking for a talented and passionate individual who wants to initiate and solve challenging problems and make a significant, lasting impact on our customers. We are looking for someone with prior management experience, and administrative experience. This is a combined role with lots of opportunity for learning and growth.

Role Mandate:

You will lead our dynamic team, which is a blended call centre, consisting of multiple channels. The ideal candidate will be responsible for ensuring day-to-day productivity and quality targets are maintained. We are looking for someone who is a self-starter, self-motivated, and has an entrepreneurial mindset. The ideal candidate is someone who is always analyzing and looking for new or more efficient ways of doing things.

Call Centre Key Job Responsibilities:

- Lead, manage and mentor the call centre team and call centre team lead
- Create, reinforce, and measure performance standards across the department
- Daily review of the call centre’s performance metrics; take action as required
- Administration of the IVR and ACD, daily review, implementation of changes as required
- Tracking and analyzing call statistics, chat statistics and performance; implement strategies as required
- Setting and meeting performance targets for sales and quality
- Initiate, implement and monitor call centre strategies and operations
- Familiarity with products and services available in order to assist the CSR team when required
- Maintain professional and technical knowledge by tracking emerging trends in call center operations management
- Monitor calls to improve quality, minimize errors and track performance
- Review the performance of staff, identify training needs and plan training/performance review sessions
- Continually review and analyze methods to obtain additional business
- Manage staffing, termination and recruitment
- Create and maintain an engaging work environment
- Check Five 9 lists weekly to ensure leads are flowing as required
- Prepare monthly Call Centre Schedule
- Submit Call Centre Payroll to accounting
- Manage and Monitor Snapengage (Live Chat)
- Review dealer returns, coach agents when required and send recordings back to account manager
- Manage CSR help desk (Freshdesk), ensuring all tickets are answered accordingly and in a timely manner
- Maintain our local phone numbers via our VOIP system

Administrative Responsibilities:

- Preparation of daily morning Lead Status Report
- Daily execution of Texting strategy
- Daily execution of E-mail strategy
- Monthly provincial report
- Monthly Look alike report
- Provide New Affiliate codes as needed
- Affiliate Reconciliation (Monthly)
- Overview of office phone system
- Other misc. reports and projects as required

Job Qualifications:

- Proven track record and experience in a mid-level management role within a call centre environment, preferably outbound / blended environment
- Understanding of call flow design, IVR/ACD setup and administration
- Knowledge of call centre metrics
- Proven track record of leading and motivating teams
- Experience with Five 9, Ring Central and various Helpdesks an asset
- Well spoken, with strong English communication skills, both verbal and written
- Proficiency with Microsoft office, must be able to prepare various Excel reports
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