Full job description

The Role

The Contact Center Manager is a multi-faceted individual whose passion for customer service is unquestionable. The incumbent is the company’s champion for delivering world class, ‘24/7’ service to a demanding clientele, who deem the ADGT solution as mission critical to their core business.

The position is suited to an individual who thrives on problem resolution, who enjoys coaching/mentoring others and who will be the service conduit between existing clients and other internal stakeholders.

• Leadership of Technical Support staff to optimize productivity and performance
• Design and implement training plans to ensure adequacy of technical expertise and ‘soft’ skills as per Quality Assurance measures
• Understanding and deployment of industry best practices
• Resolution of escalated, complex issues
• Lead/Chair daily team meetings (charged with reducing client issues/outages)
• Develop and maintain formal business procedures for consistency and increased productivity
• Implement methodologies to improve first call resolution
• Manage customer perceptions, and build strong internal/external relationships
• Identify technology requirements and other resources to maximize customer support effectiveness
• Liaise with Operations and Human Resources in building and maintaining a qualified customer support team through innovative recruitment, training and development
• Implement innovative scheduling models for guaranteed coverage at the lowest costs
• Analyze customer support performance through various statistical and reporting methods

Requirements

• Bachelor’s degree or community college diploma majoring in business or technology (post secondary education is mandatory)
• Minimum 2 years’ experience leading a Customer Support Centre, or Call Center team
• Minimum 5 years’ of IT experience in a service role
• Superior verbal, written, presentation skills
• Strong analytical skills related to solving critical problems in time-critical situations and managing client expectations
• Solid technical background in networking, DBMS, QA or programming, MS Office.
• This is a Day Shift position, but incumbent must be “on-call” and available 24/7, either as an escalation point for client issues or in a consultative capacity for Customer Support staff
• Previous experience with performance metrics and SLA agreements a definite asset

Desirable

• Commercial Foxpro experience
• Experience creating or supporting ATM or POS solutions would be an asset