Rove Concepts Hiring for Director of Contact Centre Operations at Vancouver, BC Full Time

If you are: committed to service excellence; are consistent, caring and dependable with a passion for helping others; are a consummate professional with a commitment to customer service; and are willing to work hard in a fast-paced environment, adapt quickly to change and value and recognize individual successes as well as whole team achievements, then we want to hear from you!

The Director of Contact Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The Director’s success is measured by the department’s ability to provide high quality customer service, improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

The Director of Contact Center executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Primary Responsibilities

Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call

Responsible for development and administration of annual department budget to attain business goals with operational stability

Deliver results against a defined scope of work that includes measurable KPI’s, strategic innovation, performance reporting, and human capital development

Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and performance

Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center

Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

Coordinate analytic, strategic and technical resources to meet customer expectations and insure satisfaction

Knowledge, Skills, & Experience Requirements

Bachelor degree or higher preferred,

Minimum 5 years of Call Center/Contact Center management experience

Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities

Exceptional ability to develop and manage results-oriented recruiting and training programs

Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations

Open-minded and excited to join a smaller company with the ambition for growth

Adaptability, work ethic and a positive attitude

** Experience with Zendesk and Freshdesk a plus

What we’re offering:
Rocketing growth – yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That’s because we believe in developing, investing, and promoting from within

Casual and open work environment

Competitive salary and benefits package with 3 weeks’ vacation to start

We are a dog-friendly office space!

Regular social events with a great team culture

Work with a high-performing team of people who are passionate about their contributions

Benefits:
Extended health care

Vacation & paid time off

Vision care

Dental care

Casual dress

Company events & social hours