Manager – Sales and Service Centre – Ottawa

Manager, Sales & Service   – Ottawa

 

Comma Recruitment require a leader with 3 years experience leading a sales and service team, reporting to the Vice-President of Sales, you will have the following accountabilities:

 

Enhance Customer Experience.  This would involve responsibilities such as:

 

• Leading the sales and customer service activities for the Ottawa Call Centre by planning, organizing and ensuring optimal use of human, financial and material resources to meet the service level objectives expected;
• Implementing and executing targeted initiatives that will enhance the customer experience;
• Working with the Workforce department to ensure optimal staffing to run the Call Centre at the efficiency target.

 

Optimize Employee Experience within the Call Centre.  This would include activities such as:

 

• Proactive involvement in development and succession plans for the sales workforce through performance management activities and key talent identification;
• Participating in the identification of training needs and the coordination of training initiatives for the entire sales force in collaboration with the training team;
• Planning for and supervising the hiring process of agents and team leaders and participating in promotional activities such as career days or open houses;
• Managing performance, including coaching, motivating and retaining staff, as well as addressing performance issues promptly.

 

Set & Meet Sales Operational and Growth Targets, including:

 

• Establishing, communicating and monitoring the performance targets for sales, efficiency and quality and developing and implementing strategies for achieving those targets;
• Improving performance of the Call Centre by increasing efficiency and providing new ideas/recommendations that will support growth;
• Preparing Call Centre performance reports by collecting, analyzing, and summarizing data and trends;
• Managing the annual Call Centre budget;
• Maintaining up-to-date knowledge of industry developments and involvement in networks.

 

Your Skills 

• Bachelor’s degree in Business Administration or a related field  or equivalent experience
• 3-5 years of experience in managing large teams
• Experience in a call centre an asset
• Very good proficiency English, French is an asset
• Focus on growth and development
• Highly customer-oriented
• Excellent communication skills
• Excellent leadership and coaching skills
• Decision-making
• Planning and organization
• Adaptability
• Insurance agent licence an asset

 

Please forward resume to [email protected]