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call center representative

Job Description

Do you what it takes to join our big family of everyday heroes?

In order to continue its growth and maintain its high standards of customer service, HydroSolution is looking for a manager, customer contact center. In an environment in full digital transformation, the manager will aim to ensure the proper functioning of all operational activities, to ensure the quality of the customer experience while promoting the development of human resources.

Reporting to the Director of Customer Service Operations, the candidate will join a dynamic team and will be supported by team leaders for the management of about thirty employees. The customer contact center is also composed of an outsourcer and the manager will ensure the proper functioning of the two sites.

Responsabilites

· Meet and exceed the various KPI’s of the CCC

· Suggest and implement management and communications bests practices based on teamwork

· Lead initiatives with change management skills and continual improvement notions to improve customer experience

· Manage and coach the team leaders who supervise the agents

· Ensure operational efficiency and customer service by maintaining a positive, mobilizing, and pleasant work environment

· Ensure follow-ups with various business partners in order to solve complex problems and optimize operations.

· Analyze and measure various indicators to ensure consistent performance and customer experience, while maintaining operational excellence and profitability

Promote the development of talent and encourage the best communication practices to help provide a mobilizing work environment.

Ideal requirements

· Meet and exceed the various KPI’s of the CCC

· Suggest and implement management and communications bests practices based on teamwork

· Lead initiatives with change management skills and continual improvement notions to improve customer experience

· Manage and coach the team leaders who supervise the agents

· Ensure operational efficiency and customer service by maintaining a positive, mobilizing, and pleasant work environment

· Ensure follow-ups with various business partners in order to solve complex problems and optimize operations.

· Analyze and measure various indicators to ensure consistent performance and customer experience, while maintaining operational excellence and profitability

· Promote the development of talent and encourage the best communication practices to help provide a mobilizing work environment.

· 5 years call center experience in a supervisory role

· Post-secondary diploma/degree in a related field

· Passionate about sales and customer service and known as an inspiring leader who coaches and develops team members, cultivating a highly engaged, high-performance team

· Be result driven

· Demonstrates a natural and strong leadership

· Excellent interpersonal and communication skills (verbal/written) to promote positive relationships

· Experience in Workforce management or in change management will be considered an asset

· Bilingualism (French-speaking work environment)

At HydroSolution, we take care of our heroes by providing

· a competitive salary

· a group insurance program (complementary health, medication, dental, life and vision, etc.)

· Work Remote (2 or 3 days at the office as a manager)

· a group RRSP

· free covered parking

· a corporate discount on annual gym membership

· vacation and compensatory leave

· a telemedicine program

· an employee referral program

· team activities

· casual dress code

At HydroSolution, everyone's work is a source of inspiration and pride. The sum of our efforts makes it possible to offer peace of mind to Quebecers and to participate in their well-being. We might not be saving lives, but we can save the day! This is why we consider our employees to be the everyday heroes of thousands of Quebecers who are looking for a turnkey solution for their water heater. Together, we are the leaders in sales and rentals of water heaters.

Type d'emploi : Temps plein, Permanent

Salaire : à partir de 80 000,00$ par an

Avantages :

• Assurance Dentaire
• Assurance Invalidité
• Assurance Maladie Complémentaire
• Assurance Vie
• Assurance Vision
• Congés payés
• Événements d'Entreprise
• Programme d'Aide aux Employés
• Programmes de Bien-être
• REER Collectif
• Stationnement sur place
• Tenue Décontractée
• Travail à domicile

Horaires de travail :

• Quart de jour

Types de paie supplémentaire :

• Primes

Expérience:

• Ventes internes: 3 ans (Souhaité)
• Gestion d'équipe: 3 ans (Obligatoire)

Langue:

• Français (Obligatoire)

Lieu du poste : Hybrid remote à Anjou, QC

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