Call Centre Manager Job Vacancy in Skedaddle Humane Wildlife Control Ancaster, ON – Latest Jobs in Ancaster, ON

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Company Name : Skedaddle Humane Wildlife Control
Location : Ancaster, ON
Position : Call Centre Manager

Job Description : Skedaddle Humane Wildlife Control provides home and business owners with humane solutions to wildlife conflicts. We offer a full-service solution including a humane removal of nuisance wildlife, repair and prevention as well as clean up of contamination.Our call centre functions as the first and primary point of contact for new and existing clients from multiple cities in Canada and the United States. Our mission is to provide our valued clients with a superior level of customer service as we continue to grow.Duties & Responsibilities:Reporting to the General Manager the Call Centre Manager will be responsible for the day to day operation of our call centre that operates 7 days a week.This individual will be responsible for maintaining a high level of customer and employee satisfaction. In addition to strategic direction for our customer service department they are responsible for planning the activities of the team, coaching for performance, providing support and assistance, developing future leaders and reporting to senior management.Create and maintain a positive environment making sure all team members are treated fairly and respectfully.Participate in customer service strategic planning by implementing best practices, identifying and resolving problems and overseeing process improvements.Oversee the field service schedule and coordinate with staff, department managers and franchisees to ensure optimal efficiency.Listen to calls to ensure proper customer service is being delivered and make recommendations for improvement.Must have the ability to handle escalated calls and train others to handle similar calls.Develop and implement a long-term customer service strategy.Mentor and develop the team to achieve quality, service and targets; provide leadership and promote engagement to foster a culture of continuous empowerment and improvementAnalyze statistics and compile accurate reports to summarize data and trends to optimize performance of new and existing customers.Monitor call volumes and service levels to limit hold times, wait times and dropped calls.Gain expert level knowledge of phone system and reporting.Recruiting and interviewing of new hires.Maintain a quality customer experience by enforcing customer service standards, analyzing and resolving quality and customer service issues, identifying trends and recommending system improvementsJob Types: Full-time, PermanentBenefits:Dental careExtended health careVision careSchedule:8 hour shift

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