We want you to join our growing team at Northside Auto Group

Northside Auto Group is currently seeking a motivated Client Care Call Center Manager and we will help you on the path to success from your very first day.

You will have ongoing training opportunities, a competitive benefit package and you will become a member of our family that values our people, their work and life goals, and their participation in the VERY BEST guest experience.

Our team members enjoy:

• Working at a fun, vibrant, exciting, respectful dealership.
• Building excitement - ensuring every customer touch point is professional, yet fun.
• High demand, award winning vehicles that drive customers to the dealership.

Client Care Call Center Manager Northside Auto Group

Job Description

We are looking for an experienced call center manager who can lead our representatives to superior performance and improved call service quality. The call center manager will assist in establishing department objectives, provide representatives with opportunities to expand their knowledge of services and products, troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support our clients. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives experience on the floor.

Manager Responsibilities:

• Oversee and manage the department. Work closely with the service and sales managers
• Hiring, training, coaching, and leading call center representatives as they provide support for clients in the service and sales departments.
• Answer representative’s questions, coach and guide them through difficult client issues, diffuse upset client concerns, and handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and manage expectations.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members achieve desired service levels & targets and taking corrective action, as required.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and client satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

Position Requirements:

• Education and experience in a related field is preferred.
• Ability to multitask and remain calm under pressure, especially during peak hours or heightened situations.
• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness, assertiveness, and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone skills

By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or work permit.

In accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code Northside Auto Group will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require.

We thank all who apply, however only applicants of interest will be contacted.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• RRSP match

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Sault Ste. Marie, ON P6B 0B8: reliably commute or plan to relocate before starting work (required)

Location: Northside Toyota