Job Description

Note: This position is onsite job, Work from Office. Job location: Richmond Corporate Centre, Richmond, Vancouver, British Columbia, Canada. Organizing and directing the day-to-day activities related to the operation of the Call Center. Assists in managing, training & guiding call center supervisors in performing their duties. Collects and analyze call-center statistics Responsibilities:

• Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Assists in maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Assists in accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Assists in driving improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Assists in identifying creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• Assists in driving continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• Assists in identifying and implementing new practices and processes that are best in field".
• Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
• Confers with reporting manager on complex or unusual situations.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of call center experience in collections/sales/customer service/technical support.
• 1 or more years of managing supervisors experience.

Interview Process:

• Desired Candidates should apply for the job with their updated CV.
• Those ready for virtual round of interview should only apply.
• Imp- Candidate post successful interview and selection have to bear the cost of LMIA, Visa and associated process/ documentation. [note-employee can request for reimbursement post joining onsite].
• We are looking for flexible and dynamic candidate. One who can make their way on their own.

Job Type: Full-time Salary: $5,000.00 - $10,000.00 per month Benefits:

• Additional leave
• Employee assistance programme
• Food allowance
• Food provided
• Health insurance
• Promotion to permanent employee

Schedule:

• Day shift

Supplemental pay types:

• Attendance bonus
• Commission pay
• Overtime pay
• Performance bonus
• Yearly bonus

Education:

• Bachelor\'s or equivalent (Preferred)

Willingness to travel:

• 100% (Preferred)

Expected Start Date: 01/10/2023