Call Centre Team Manager

Role Overview

• Quorum is currently looking for a Team Manager for their DealerMine BDC Operations (Call Centre) to join our growing team.
• Team Manager, BDC Operations – Leading a team of Appointment Coordinators and Team Leaders, the BDC Team Manager will oversee daily operations and staffing within our business development centers. This role focuses on problem solving, account relations, coaching and mentoring to ensure teams and individuals are meeting their production and service metrics.
• Complete Quality Performance Score evaluations and deliver appropriate feedback (i.e., 1-2 per week per AC) Appointment Coordinator on the team. Ensure appropriate coaching is delivered on each QPS evaluation.
• Provide ongoing coaching and feedback by delivering coaching (1 per week per Appointment Coordinator) per week per Appointment Coordinator that focused on the BDC Key Performance Indicators (KPI’s).
• Promote and foster a positive work environment by encouraging communication and collaboration within the team.
• Complete quarterly performance discussions and document them appropriately as required in performance management resources, including but not limited to ADP.
• Provide employees with enhanced career mapping support to strengthen skills and knowledge that can lead to growth opportunities or transfers within the organization
• Manage Appointment Coordinator training and development to achieve 100% cross training on all stores in queue for all coordinators, to maximize queue efficiency.
• Perform schedule checks and deliver appropriate feedback to reduce booking errors across the queue, when required.
• Provide daily call objective assignments based on the daily call targets for each dealership.
• Be a proactive liaison and communicator as needed to maintain effective relationships between ACs, dealership staff, Customer Success and other internal and external stakeholders.
• Partner with Customer Success to ensure we are actively working to improve the customer experience.
• Participate in meetings with the Customer Success Team to identify areas of opportunity and execute the customer retention strategy.
• Collaborate with the HR team to maximize the recruitment strategy.
• Partner with HR to manage the disciplinary action process.
• Work with peers to support training delivery during the onboarding process.
• Identification and assistance with testing plans and use cases.
• Partner with Workforce Team to manage cross training and staffing requirements.

Requirements

• High School Diploma or equivalent education required.
• 5 – 10 years Contact Center experience required.
• Prior leadership experience, ideally in a Contact Centre environment preferred.
• Strong written and verbal communication skills.
• Working knowledge of the Microsoft Office Suite of applications (Outlook, Word, Excel, Teams).
• Able to multitask and navigate multiple computer applications simultaneously.
• Strong attention to detail.
• Our Business Development Center (BDC) has hours of operation between 7:00 am till 11:00 pm Monday to Friday and 8:00 am till 9:00 pm on Saturdays. The center is closed on Sundays and runs limited operations during Canadian holidays. Applicants are asked to be flexible to work within these hours of operation. Hours are subject to change with notice.

Benefits

What We Offer

• A chance to be a part of a team of professionals committed to innovation, initiative, integrity & teamwork.
• A full-time schedule, consisting of 40 scheduled hours per week.
• Strong benefits offerings beginning after 3 months of employment.
• Company match RRSP Plan
• Access to our employee assistance program.