Job Description

We are looking for an experienced Contact Center Manager to join our dynamic team!

The Contact Center Manager is responsible for ensuring efficient and high-quality customer service across multiple programs. This role oversees the performance of our Client Services Administrators and Coordinators, developing and implementing strategies to improve service delivery and consistently meet client satisfaction goals.

Key Responsibilities:

Team Management

Lead, manage, and support a team of front-line agents and coordinators. Establish clear performance targets aligned with organizational objectives. Monitor and evaluate key metrics such as customer satisfaction, response times, and issue resolution rates. Develop and maintain staffing schedules to ensure optimal coverage and productivity. Conduct regular performance evaluations and implement coaching and development plans.

Operational Oversight

Oversee daily contact center operations, including call volumes, wait times, resolution rates, and escalations. Ensure compliance with internal policies, procedures, and quality standards. Effectively manage client escalations and ensure timely resolution.

Performance Management

Set and track performance goals related to speed, efficiency, and service quality. Analyze operational data and generate performance reports for leadership. Identify areas for improvement and implement process enhancements to elevate service delivery.

Customer Experience

Maintain high levels of customer satisfaction through consistent service quality. Monitor service trends and provide strategic solutions to enhance the customer journey. Collaborate with cross-functional teams to ensure cohesive and seamless support.

Key Skills & Competencies:

Strong leadership and team management abilities Excellent communication and interpersonal skills Effective problem-solving and conflict-resolution capabilities Proficiency with contact center software and reporting tools (e.g., CRM, IVR, ACD systems) Ability to analyze data and make informed, strategic decisions Strong organizational and time management skills

Education & Experience:

Bachelor's degree in Business Administration, Communications, or a related field (preferred) 5+ years experience in a contact center environment Minimum 3 years experience in senior leadership role Solid understanding of customer service principles, operations, and best practices
If you are interested in joining our team and would like to apply, please submit your resume here or email to: hr@homesol.ca.

Homesol Building Solutions is an equal opportunity employer. We are committed to fair and equitable recruitment practices and we welcome discussion for any accommodation needs required throughout the hiring process.

While we thank all candidates for their interest, only those shortlisted will be contacted for an interview.

Job Types: Full-time, Permanent

Pay: $75,000.00-$85,000.00 per year

Benefits:

Casual dress Dental care Employee assistance program Extended health care Life insurance On-site parking Paid time off Relocation assistance RRSP match
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Moncton, NB E1C 5E8: reliably commute or plan to relocate before starting work (required)
Experience:

Contact Center: 5 years (required) leadership : 3 years (required)
Work Location: In person