Contact Centre Team Manager Position
F
FortisBC
📍 burnaby, metro vancouver regional district, Canada
Job Description
Steer a dynamic contact centre team with FortisBC in British Columbia. Lead representatives while fostering a customer-centric culture and ensuring optimal service quality.
As a Contact Centre Team Manager, you'll enhance service delivery and empower staff to achieve their fullest potential. You will be responsible for coaching, guiding, and ensuring staffing levels meet operational metrics and performance indicators. Your leadership will drive continuous improvement and innovation within the team.
Key Responsibilities:
• Lead and empower Contact Centre Representatives for optimal performance
• Ensure staffing levels and employee competency align with service goals
• Handle escalated customer inquiries and support daily operations
• Set and monitor individual and team objectives for success
• Foster effective relationships and identify staff training needs
Requirements:
• Bachelor’s degree or equivalent experience in related fields
• 2 to 3 years' experien...
As a Contact Centre Team Manager, you'll enhance service delivery and empower staff to achieve their fullest potential. You will be responsible for coaching, guiding, and ensuring staffing levels meet operational metrics and performance indicators. Your leadership will drive continuous improvement and innovation within the team.
Key Responsibilities:
• Lead and empower Contact Centre Representatives for optimal performance
• Ensure staffing levels and employee competency align with service goals
• Handle escalated customer inquiries and support daily operations
• Set and monitor individual and team objectives for success
• Foster effective relationships and identify staff training needs
Requirements:
• Bachelor’s degree or equivalent experience in related fields
• 2 to 3 years' experien...