Center Manager

Virtual-Agent Services (VAS) is a unique provider of contact center solutions for today’s demanding customer care industry. Founded by a group of experienced call center and E-commerce professionals, VAS has pioneered and perfected the distributed workforce concept with the establishment of a series of fully functional transaction centers (PODs) located throughout New Brunswick.
 
General Summary:

The POD Manager will be responsible to ensure the POD is managed effectively and all contracted goals are met or exceeded.

Knowledge, Skills, and Abilities:

• Strong understanding of team dynamics 
• Ability to build and maintain positive and professional working relationships
• Proven Customer Management skills 
• Ability to analyze statistical reports 
• Proven leadership skills 
• Strong understanding of VAS’ Policies and Procedures 
• Excellent knowledge of Microsoft Office 
• Proven business, written and oral communications skills 
• Professional personal presentation

Essential Job Responsibilities and Duties:

• Make recommendations for productivity and process improvement, based on feedback from employees and customers
• Drives initiatives to completion at the POD level by creating and maintaining open supportive communication with employees
• Establishes and maintains positive working relationships with customers, employees and members of the VAS management team
• Ensure completion and communication of performance
• Works with the Regional Manager to understand the client’s needs and expectations
• Proactively works with Team Leads to identify gaps in service levels and recommend innovative solutions
• Work with agents to resolve escalated customer issues
• Provides coaching and mentoring to Team Leads in all aspects of their position including, employee & customer management and workload management
• Works with Regional Manager, HR and General Manager to create realistic strategies to reduce staff turnover and decrease absenteeism in the POD 
• Create and analyzes POD reports and communicates expectations and outcomes to their teams 
• Provides guidance to Team Leads on techniques to increase productivity, improve customer service and meet all contracted client goals and ensure quality standards are met
• Conducts annual performance reviews for Team Leads 
• Provides regular positive and corrective feedback on performance as required
• Works with OCC and/or Planning with regards to escalated issues on shift and vacation scheduling, exceptions and adherence

Please submit your resume with letter of interest to:

Virtual-Agent Services Canada Corp.
50  Foundry Street, Suite 100
Moncton, NB,  E1C 0J8
Fax: (506) 858-9724
Email:  employment@vagent.com
Visit our website at:  www.vagent.com

Please quote competition number CM0401-CB in your resume.