Role: Contact Center Manager

Volume of Roles: 2

Experience Level: 5 – 10 years.

Location: Ottawa (Hybrid)

Nature of Role: Contractor to Perm (6 months)

Start Date: Mid-March 2025 (flexible)

Canadian Citizens only.

Occasional travel may be required.

Reliability Security Clearance Active or Eligible

Job Summary: The Contact Center Manager is responsible for overseeing the daily operations of the contact center, ensuring high levels of customer satisfaction and operational efficiency. This role involves managing a team of customer service representatives, developing strategies to improve service quality, and implementing best practices to enhance the overall customer experience.

Key Responsibilities:

• Manage and lead the contact center team to achieve performance targets and service level agreements (SLAs).
• Develop and implement strategies to improve customer service quality and operational efficiency.
• Monitor and analyze contact center metrics to identify areas for improvement.
• Provide coaching, training, and support to customer service representatives.
• Handle escalated customer inquiries and resolve complex issues.
• Collaborate with other departments to ensure seamless customer service delivery.
• Develop and maintain contact center policies and procedures.
• Ensure compliance with company policies and industry regulations.
• Prepare and present regular reports on contact center performance to senior management.
• Stay updated on industry trends and best practices in contact center management.

Qualifications:

• 5 – 10 Years proven experience as a Contact Center Manager or in a similar role.
• Strong understanding of contact center operations and customer service principles.
• Excellent leadership and team management skills.
• Outstanding communication and interpersonal abilities.
• Proficient in contact center software and CRM systems and Genesys, CISCO, AWS Cloud, Five9)
• Experience in developing and implementing customer service strategies.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced and dynamic environment.
• Relevant certifications (e.g., Certified Contact Center Manager) are a plus.
• Preferably experience in working for either Municipal, Provincial, or Federal Government in Canada.

Skills:

• Leadership and team management.
• Strategic thinking and planning.
• Effective communication and presentation.
• Project management.
• Customer service excellence.
• Data analysis and interpretation.
• Technical proficiency in contact center systems.

Preferred Certifications:

• Certified Contact Center Manager (CCCM)
• Project Management Professional (PMP)
• Certified Customer Service Professional (CCSP)