Job Description

Work Setup: Onsite

Location: Centris, QC

Schedule: Shifting schedule

Qualifications:

• Bachelor's Degree
• 6 to 8 years of overall experience
• Minimum 4 to 5 years’ experience in managing teams for contact center
• Experience in Customer Service Domain
• Responsible for administrative aspects including reporting
• Ability to plan, prioritize, organize and communicate with client
• Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Centre software
• Experience in goal setting (defining and prioritizing specific, driving objectives)

Responsibilities:

• Strategy translation: Breaking long-term executive plans into actionable steps for specific teams.
• Communication flow: Passing updates, goals, and feedback both up and down the corporate ladder.
• Resource management: Overseeing department budgets, staffing needs, and work tools.
• Team leadership: Training, supervising, and supporting first-line supervisors or staff
• Problem-solving: Resolving internal conflicts and adapting workflows to new challenges.