SENIOR MANAGER, CONTACT CENTER

Position Profile

We are looking to bring onboard a phenomenal people leader and master facilitator to support the growth of our Contact Centre Operations. Reporting to the VP, CC Operation & Sales, the Senior Manager, Contact Centre will work closely with other key internal business leaders to effectively lead GFD’s largest department, and pave the way for the organization and its people’s growth.


Your success will be measured by Globalfaces Direct’s ability to provide high quality services and strong productivity metrics. In this role, you will continue to contribute to the overall company operational targets while managing the daily business decisions as its people leader.

What You Will Do at GFD

Operations and Management:

  • Work with the VP, Contact Center Operations to:
  • Develop strategic plans for the Contact Centre by studying opportunities, presenting assumptions and recommending courses of action.
  • Execute against the KPI framework to measure progress against strategic goals and provide timely, accurate reporting to help drive decision making and performance improvements.
  • Establish and implement departmental policies, goals, objectives and procedures, that align with Globalfaces Direct’s business goals.
  • Handle complaints, settle disputes and resolve objections and conflicts relating to the functions and operations of the Contact Center as they arise.
  • Enhance Globalfaces Direct’s reputation by collaborating with clients, external service providers and employees, enforcing and enacting ethical business practices.
  • Maintain quality service by establishing and enforcing metrics through standardization.
  • Be data driven; work with team managers to gather data and insights and turn into actionable strategies.
  • Analyze donor/call center data to recommend strategies and initiatives that will increase the satisfaction and improve interactions.

Talent Development

  • Increase effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining contact center sales staff as required.
  • Identifying the developmental needs of your workforce and coaching, mentoring, or otherwise helping others to improve their knowledge or skills to create a high-performance culture.
  • Overseeing HR functions for your team: assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate of exceptional work ethic, opportunity for advancement and a willingness to share ideas.
  • Encouraging and building mutual trust, respect, and cooperation among team members.

What You Bring to GFD

Your Experience

  • 2-5 years of related experience at a senior level in people leadership roles with strategic leadership functions.
  • Experience working with multiple stakeholders internally and externally.
  • Progressive demonstrated experience leading initiatives and cross-departmental projects to support the strategy.

Your Skills, Competencies, Knowledge & Abilities

  • Knowledge, Skills and Abilities:
  • Demonstrated experience in leading a large and high performing team in a contact center, focused on developing people and the ability to coach to achieve performance measures; empowering staff with their day-to-day work lives and helping them thrive in a continuous learning environment.
  • Demonstrated ability to understand and relate to a wide range of clients, SME’s, all levels of staff, including Executive Leadership and external vendors.
  • Excellent communication skills: Professional, confident, organized and demonstrated high degree of problem-solving skills to tactfully deal with diverse/complex service issue.
  • Exhibits tact and diplomacy in negotiating resolutions/disputes
  • The ability to adapt quickly in a dynamic and changing environment
  • Well-developed time and self-management skills.
  • Flexibility in work schedule to meet the needs of the business.

Your Technical skills

  • High technical aptitude; excellent proficiency with MS Office, Google Suite, CRM, Contact Centre tools and other Applications.
  • Experience in implementing and optimizing contact management systems, including broad operational knowledge of call-center systems
  • Knowledge of cost analysis, fiscal management, and budgeting techniques.

Your Education

  • University Degree in Business Management or a combination of education and relevant business experience
  • Facilitation experience is an asset.

What GFD Offers You

  • A competitive base salary and bonus opportunity.
  • Paid sick days and Employee Assistance Programs, including mental health resources.
  • A comprehensive benefit packages.
  • Meaningful opportunities for community engagement through volunteering opportunities.
  • The opportunity to grow your career with an organization that will continue to grow at a rapid pace for the foreseeable future.
  • An open, inclusive and diverse working environment.

Additional Information

  • Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check
  • Candidates must be legally entitled to work in Canada at the time of their application.

ACCESSIBILITY

Globalfaces Direct promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Recruiting Manager at hr@globalfacesdirect.com if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

*This position qualifies for Employee Referral Program.

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