| Industry | Information Technology | Reference # | 1120 |
|---|---|---|---|
| Location | Concord | Experience | 3 + Years |
| Salary | $70,000 + | Education | College or University |
| Status | Permanent | Contact |
Our Client is a mid sized, entrepreneurial software development firm, who specializes in the Home Services Industry. They have an immediate requirement for a like minded individual for a Bilingual Call Centre Manager position.
The primary focus of this position is to oversee and coordinate the high level activities and metrics of their third party call centres.
Key Role Responsibilities and Activities
- Translate customer requirements into call centre program requirements and communicate to vendors
- Ensure day to day operations are being followed as in accordance with clients specifications
- Customize RFP/RFQ documents
- Formulate operational strategies to ensure call centre efficiency
- Review vendor proposals and quotes and make recommendations
- Coordinate drafting of scripts in the software environment
- Liaise with vendors regarding development of agent training
- Set vendor performance criteria
- Monitor vendor performance on an ongoing basis, including reading reports on a daily/weekly basis, live and remote monitoring of agents as required
- Identify and solve quality, productivity and compliance problems on a proactive basis
- Sample and review recorded phone calls as needed
- Provide leadership, support and direction to team
Required Experience and Education
- Fully bilingual-verbal and written (French & English)
- University Degree in Business or related field
- 3 + years in supervising and evaluating a call centre environment
- Willing to travel Canada and USA (travel will amount to 25% of the time)
Highly Desired Experience and Education
- Sound knowledge of call centre metrics to set targets; standards of performance and reporting is mandatory
- High degree of business analysis and technical skills
- Highly organized, upbeat, and able to work in a fast paced, challenging environment
- Strong communication and people skills as well as strong conflict resolution skills / complaint handling
- Self-starter, analytical and detail-oriented
A few reasons why it’s great to work for our client
- Ability to work with a highly entrepreneurial company, and getting in on the ground floor
- Salary and Benefits inline with today’s market place
- Ability to grow within the role and company
If you are interested in this position, apply today
Apply
To apply to this position please forward your resume as a MS Word attachment to:
If you have already been in contact with a consultant from Bilingual Recruiters, please contact them directly to confirm your interest in this position.
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Also, to view other Bilingual Positions, please visit our Career Opportunities page.