Call Center Manager Job Vacancy in Hearing Solutions North York, ON – Latest Jobs in North York, ON

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Company Name : Hearing Solutions
Location : North York, ON
Position : Call Center Manager

Job Description : Why work at Hearing Solutions?Working at Hearing Solutions gives you the opportunity to make a difference. You are connecting people to the world of sound so they can hear what matters most.We are building a culture of collaborative and curious minds who not only do great work, but also inspire others to do the same. We celebrate those who live our core values and achieve results. Make an impact. Feel good. Thrive and succeed.WHAT WE OFFER: When you join Hearing Solutions, you are signing on to play an important role, and you will have a voice to impact change. We celebrate your entrepreneurial spirit and drive and are committed to challenge you and provide you with opportunities to learn and grow.ABOUT THE OPPORTUNITY: We are searching for an results-driven Call Center Manager to oversee the daily operational management of the Appointment Contact Center. The Call Center Manager will manage a consultative sales team whose goal it is to book a hearing test appointment for warm leads at one of our hearing clinics located across Ontario. The Manager will also have experience leading a sales-driven team and be able to think critically and tactically – all while ensuring that customers AND team members feel valued.The Manager will be responsible for maximizing hearing appointment bookings, coaching and developing staff to be stellar at what they do, reporting on key business insights, share opportunities to drive business growth, and improving systems and processes to improve efficiency.To be successful in this role, you must have a ‘consultative sales’ mentality, have the ability to command respect from your team, motivate and inspire your team, embrace and drive change, think strategically to ensure that all resources and software tools are being optimized wherever possible.You must also be a change agent. Someone who asks a lot of questions, digs deep to understand, and asks why and why not.IN ADDITION, YOU WILL: Review metrics/performance criteria, procedures, and software tools to improve productivity and create efficienciesHire, develop, motivate, and retain talent and lead department culture to align with company core values and develop and manage incentive plans to drive performance and desired behavioursCollect and analyze call data to identify root causes, trends, opportunities, and training needs; prepare reports and presentations while providing valuable business insightsConnect with new and repeat patients to monitor patient satisfaction and build authentic relationships to ensure success, growth, and retentionManage and maintain external agency and partner relationshipsWHAT YOU BRING: 3+ years sales call center management experience with both inbound and outbound calls, including a demonstrated ability to achieve performance, efficiency, and QA targetsTactical sales knowledge (including closing and objection tactics)Proven ability, with past results, to build and lead a high-functioning ‘consultative sales team in a performance driven environment, while ensuring a positive work culture is maintainedAnalytical with the ability to see the “big picture” and turn data analysis into quick action plans to positively impact resultsExceptional organizational, time management, and prioritization skills to be able to manage effectively in a dynamic and quickly changing environmentEmpathetic and personable with the ability to build trusted relationships cross-functionally and at all levels across the organizationProcess improvement driven with a strong commitment to ongoing client service and patient experienceHigh proficiency with technology is required, including MS Office/intermediate Excel, experience with call tracking platforms, booking systems, and CRM tools (CallSource and Five9 considered an asset)Fluency in French is an assetNEXT STEPS: As a part of our hiring process, we require candidates to complete a 25 minute online pre-employment profile assessment.The purpose of the assessment is to help identify the ideal candidate based on core competencies and attributes to predict success in the role.Please note that we strongly recommend taking the assessment in an environment where you can focus and not have any distractions. Please use the following link to access and complete your assessment.https://www.ondemandassessment.com/link/index/JB-K6KGCI8C0?u=1012515__**Hearing Solutions is an equal opportunity employer that values respect and diversity in the workplace.Hearing Solutions is committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please let us know if you require accommodation at any stage of the recruitment.Job Type: Full-timeSalary: $75,000.00-$85,000.00 per yearAdditional pay:Bonus payBenefits:Dental careDisability insuranceExtended health careLife insuranceOn-site parkingPaid time offWork from homeSchedule:Monday to Friday

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