Call Centre Manager - Customer Service

We're hiring a full-time, permanent Contact Center Supervisor! If you thrive supervising a busy call center, this could be the opportunity for you.
Our company mission is to provide every customer and employee an experience with Centennial that exceeds their highest expectations. We're a family owned and operated business that offers an end-to-end solution for replacement windows and doors. Best known for quality, integrity, innovation, and energy efficiency, we have proudly served over 50,000 homeowners since 1981!
The Contact Centre Supervisor will work out of our London, ON head office and mange the day-to-day activities of our busy call center. Your primary responsibilities are to ensure all incoming and outgoing phone calls are handled professionally and efficiently while generating high quality sales leads to drive revenue growth for the company.
Competitive salary and bonus.
Company paid single health and dental benefits.
Supervise, coordinate, assign, and review the work of contact center representatives.
Oversee the appointment calendar system to maximize sales potential.
Monitor the live chat platform on our website.
Prepare, assign, and monitor call lists, including prospecting, remarketing, rebooks, and web form submissions.
Oversee appointment confirmations and customer relations calls.
Ensure compliance with policies and procedures.
Coach employees and assist in creating performance improvement plans when necessary.
Motivate and support the team through feedback and communication.
Identify training needs and provide training for job duties and company policies.
Process vacation time/ pay requests.
Prepare, review, and submit payroll information.
Ensure the smooth operation of computer systems and equipment and arrange for maintenance and repair work.
Improve quality of results by recommending changes.
Assist in interviewing and hiring contact center representatives.
Tech savvy with knowledge of relevant computer programs and telephone equipment.
Someone with exceptional customer service expertise.
Proficient with the English language.
Familiar with quality assurance and data analysis software.
Centennial Windows & Doors welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Job Types: Full-time, Permanent
Dental care
Disability insurance
Employee assistance program
Life insurance
On-site parking
Flexible Language Requirement:
~ French not required

8 hour shift
~ Monday to Friday

Bonus pay

Sales: 3 years (preferred)
Telemarketing: 3 years (preferred)