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Contact Centre Manager - Canada  

Sonova (company)

Posted on : 07 June 2017

Project Description

  • Stay connected to a career that will take you all the places you want to go. What makes us different? 
  • For starters, we are Canada’s strongest hearing aid retailer, with a large network of registered Audiologists and Hearing Instrument Practitioners. 
  • We have well over a hundred and twenty locations from coast to coast and a variety of positions and Connect Hearing is one of the strongest brands in the company Group, the leading manufacturer of innovative hearing care solutions. 
  • We take pride in our staff and work one on one with you to ensure your success and happiness with the company. 
  • Come see why we have been voted as one of Canada’s only Top Employers in the hearing health care field!

Contact Center Manager  
  • We are seeking a performance driven Contact Center Manager to develop, lead and manage the Contact Center for Canada’s leading retailer of hearing aids. 
  • Your focus is to formulate and execute a market leading, operational strategy to deliver outstanding client relationship management, and achieve lead and conversion targets.  You will capitalize on new appointment booking opportunities and truly optimize the Contact Center as a “lead accelerate” for the business.           
Your tasks
Core Responsibilities:
  • Achieve Contact Center KPIs – individual and team, weekly and monthly.
  • Reporting of results to team, Sales, Marketing and Executive management.
  • Planning weekly call priorities and lead opportunities including optimization of call lists and some integration with operations to develop targeting
  • Deliver industry leading Customer Care.
  • Recruit, select and develop all Contact Centre team members.
  • Build and sustain an effective team capable of producing required outputs.
  • Design and administration of the Contact Center team bonus program.
  • Call flow feedback and coaching plans to increase conversion.
  • Uphold, safeguard and promote Connect Hearing’s values and policies relating particularly to ethics, integrity and corporate social responsibility.

Leadership & Team Building:
  • Deliver inspirational and motivational leadership to the team.
  • Build and sustain an effective team capable of producing required outputs.
  • Understand and behave in a manner consistent with the company vision, mission and values.
  • Communicate the business objectives, activities and their outcomes throughout the business.
  • Share relevant information with key stakeholders at an early stage.
  • Understand, communicate and effectively implement activities in support of integrated marketing campaigns.
  • Make recommendations for process improvements as appropriate.
  • Annual planning & target setting, weekly, monthly and quarterly reporting.
  • Manage any notable customer compliments or complaints that require action or acknowledgement at a management level.

 Your profile           
  Qualifications (Knowledge/Skills):
  • Proven leadership skills.
  • Ability to influence key metrics of a Contact Centre.
  • Exceptional written and verbal communication skills.
  • Ability to coach and mentor team to superior results.
  • Familiarity with live chat and other online integration with a Contact Centre.
  • Bachelor’s Degree or a combination of education and equivalent experience.
  • Strong verbal, written and interpersonal communication skills.
  • Project management skills, with the ability to lead and manage implementation of approved business plans.
  • Technology understanding including CRM systems
  • A good working knowledge of the Microsoft Office suite.

Personal Suitability (Abilities):
  • Ability to work under pressure and meet deadlines.
  • Ability to establish and maintain cooperative business relationships.
  • The ability to demonstrate leadership and inspire confidence.
  • High level of entrepreneurial spirit.
  • Ability to work as a team player, have fun and possess a keen interest in being part of a growing business striving to become the best in the industry.   

Our offer        
  • Our award-winning organization offers a rewarding work environment bolstered by the strength and support of our global company  partnership. 
  • A unique and attractive competitive total compensation package rewards you with an attractive base salary; a comprehensive benefit plan and unparalleled support network.                        
  • Connect Hearing is committed to creating a diverse environment and is proud to be an affirmative action/ equal opportunity employer. 
  • All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.