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Manager Contact Center (Position 1)

Montreal, Quebec

Job Description:

  • Manage the Montreal contact center location in i2c and ensure smooth proceeding of operations.
  • Monitor performance, document performance issues and implement disciplinary procedures in accordance with company policy.
  • Ensure smooth delivery of all operational SLAs.
  • Ensure high quality and customer satisfaction standards among the team members.
  • Develop and maintain a close communication channel with clients to ensure smooth flow of information and improved satisfaction levels.
  • Prepare daily, weekly and monthly reports with key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
  • Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
  • Work closely with cross-functional teams to ensure timely identification of issues and processing of inquiries.
  • Administer operational activities like team attendance records, salary preparation, staffing schedules and forecasts.
  • Build and maintain a positive working environment that attracts and retains high- quality staff.
  • Analyze call /ticket trends and reasons why customers contact us, etc and drive a continuous improvement philosophy within the contact center.
  • Work closely with higher management to achieve team and departmental goals.
  • Assist in developing plans to ensure goals and standards are met or exceeded.
  • Resolve operational and interdepartmental problems quickly. Coordinate with support deptt. For successful delivery of assigned tasks.
  • Interview candidates and evaluate call center personnel.
  • Any other task assigned by the management.

We are looking for:

  • Minimum Education: Minimum College Graduate, preferably an MBA degree.
  • Required Experience: 3 + years relevant managerial experience, preferably in a call center or client services operations.


  • Skilled at promoting a cohesive team environment. Ability to work both independently and as part of an effective team.
  • Flexibility to accept frequent schedule and project priority change, as business needs require.
  • Demonstrates self-confidence and capable of building credibility among peers and senior management.
  • Ability to identify issues and recommend strategies and plans for resolution.
  • Proven mathematical and aptitude for numerical analysis.
  • Good interpersonal, written, and oral communication skills.
  • Effective coaching and development skills.
  • Effective conflict management skills.
  • Ability to develop and maintain relationships.
  • Ability to utilize effective time management skills in order to meet deadlines and balance multiple priorities.
  • Strong consensus building skills.
  • Good understanding of call center structure, support functions, day to day operations and deliverables.
  • Hands on experience with basic reporting and web tools.
  • Knowledge of electronic payments and prepaid cards preferred.
  • Strong customer orientation.
  • Quality conscious with attention to details.
  • Ability to perform under stress.
  • Familiar with the use of business applications for routine operations.
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