Contact Center Director (Field Engineers, Customer & Technical Support)

We are seeking an Contact Center Director for a Global Financial Services company in Montreal. Please apply or send resumes to Spencer Skinner [email protected] for more info!Our Client seeks a Call Center Director to manage a team of 20-25 agents which will provide Customer and Field Engineering support. This team responds to inbound client needs, and coordinates the support, repair, maintenance, or any other field related task for existing customers. This role requires a blend of Customer Care Support and the management of schedules, repairs, service agreements, or general troubleshooting of hardware and software. Ideal candidates will have directly managed the day to day of a field repair based team, and can handle inbound customer issues via phone or text. The Call Center Director will supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. An excellent Call Center Director must be an organized, reliable and results-driven professional. They must have a hungry, driven mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. This is an onsite role, based in Montreal. No Hybrid or work from home opportunity. This is a full time opportunity, direct hire, immediate hire. Responsibilities• Schedule, coordinate, and manage a team of inbound tele-support agents• Schedule, coordinate, and manage a small team of Field Repair staff• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)• Collect and analyze call-center statistics (Call time, resolution, general KPI's of the team)• Assume responsibility of budgeting and tracking expenses• Hire, coach and provide training to personnel to maintain high customer service standards• Monitor and improve ordering, telephone handling and other procedures• Evaluate performance with key metrics (accuracy, call-waiting time etc.)• Prepare reports for different departments or upper managementRequirements• 8+ years of Call Center Management• 8+ years of (field-based) Repair Agent Management• A hardware or appliance based background, managing agents that go onsite to customer locations to provide troubleshooting• Solid understanding of reporting and budgeting procedures• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)• Proficient in MS Office and call center equipment/software programs• Outstanding communication and interpersonal skills• Excellent organizational and leadership skills with a problem-solving ability• Bilingual skills a plus, French and English