Manager, Contact Center Operations

Job not on LinkedIn

🔥 3 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aspire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved.

📋 Description

• Direct, administer and control the day-to-day operations and activities of the assigned team/customer account. • Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care. • Promote the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments. • Provide ongoing feedback through coaching, corrective action plans, performance evaluations and SMART goals. • Meet or exceed queue performance objectives to optimize the customer experience. • Promote and foster a positive work environment by encouraging communication and collaboration. • Ensure effective communication within the Center and with key external stakeholders. • Drive operational improvements by identifying and implementing opportunities. • Partner with Account Management to improve customer experience and reduce churn. • Collaborate with HR to maximize recruitment strategy and manage staffing requirements. • Support and assist in recruitment and onboarding, including suggesting refinements. • Participate in existing or potential client meetings where required.

🎯 Requirements

• Bachelor’s degree in business or related field experience or a combination of education and experience • 5+ years experience in call center management/operations management. • Strong, demonstrated experience in managing large, diverse, multi-site teams • Experience in Process Management, Product Management and Quality Management • Require cross functional negotiation and influencing skills to resolve problems and issues • Our Center has hours of operation between 7:00 am till 11:00 pm Monday to Friday and 8:00 am to 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 within these hours of operation. Hours are subject to change with notice. • Criminal background check required. • Some travel required • Bilingualism would be considered an asset • Experience in the automotive industry would be an asset

🏖️ Benefits

• A chance to be a part of a team of professionals committed to innovation, initiative, integrity & 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. • Monthly Bonus Plan