Call Center Manager
Location: Remote, Canada-Wide
Opportunity at Microserve

Position Overview

The Call Center Manager role is to oversee the Service Dispatch Team to ensure that end users are receiving the appropriate level of service. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, coordination of dispatch functions. This role requires someone to excel in a fast paced environment while providing guidance to team members.

Responsibilities

• Provide day to day, supervision, guidance and oversight to the Dispatch Team
• Overseeing call volume distribution and reporting
• Coordinate with dispatchers, technicians, SDM’s, PM’s and other departments
• Manage staff workloads (approve team vacation, sick days) and update ADP systems
• Be involved in hiring, arrange training, and performance reviews, team goals
• Ensure procedures are maintained and followed
• Track and analyze trends in service & incident requests and generate statistical reports.
• Deals with the more complex problems and escalation
• Resolve complex end-user systems issues in consultation with the appropriate personnel
• Review performance metrics, workflow processes and procedures for opportunities to achieve and improve service standards and the effectiveness of the Dispatch Team.
• Participate in meetings to resolve problems, formulate plans and modify processes

Qualifications and Education Requirements

• 5+ years of experience in a call center environment
• 2+ Years experience in supervision and leading a team
• Applicants should have excellent communications skills
• Advanced computer user skills (Windows, Excel)
• Ability to work under pressured and fast faced work environment
• Ability to adapt to changes and to learn company policies quickly
• Ability to train and mentor new employee
• Ability to plan and delegate tasks when required to team member
• Knowledge of preparing administrative reports and paperwork for management

Position requirements

• Must be able to pass a criminal record check (CPIC)
• Accessible from 8am to 5pm Monday to Friday PST

Corporate responsibility
Employee will understand, meet and live our core values:
Will Sweep Floors, Openness, Flexibility, Not Stuffy, Customer Driven

Compensation and Benefits
   
In accordance with the BC Pay Transparency Act the range for this role for BC residents is $55,000 – $65,000 annually.

• Paid vacations  
• Additional 5 personal days  
• Sick days  
• Extended Medical and Dental plan from day one

At Microserve, we gather compensation benchmarking data across BC & Canada for our roles and use that data to build a salary range for our current team and future talent.  Your exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity.  If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further.  At Microserve we believe that compensation conversations should always be ongoing.

About Us:

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.

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