Contact Center Manager

The Contact Center Manager is a multi-faceted individual whose passion for customer service is unquestionable. The incumbent is the company’s champion for delivering world class, ‘24/7’ service to a demanding clientele, who deem the ADGT solution as mission critical to their core business. The position is suited to an individual who thrives on problem resolution, who enjoys coaching/mentoring others and who will be the service conduit between existing clients and other internal stakeholders. • Leadership of Technical Support staff to optimize productivity and performance • Design and implement training plans to ensure adequacy of technical expertise and ‘soft’ skills as per Quality Assurance measures • Understanding and deployment of industry best practices • Resolution of escalated, complex issues • Lead/Chair daily team meetings (charged with reducing client issues/outages) • Develop and maintain formal business procedures for consistency and increased productivity • Implement methodologies to improve first call resolution • Manage customer perceptions, and build strong internal/external relationships • Identify technology requirements and other resources to maximize customer support effectiveness • Liaise with Operations and Human Resources in building and maintaining a qualified customer support team through innovative recruitment, training and development • Implement innovative scheduling models for guaranteed coverage at the lowest costs • Analyze customer support performance through various statistical and reporting methods

• Bachelor’s degree or community college diploma majoring in business or technology (post secondary education is mandatory) • Minimum 2 years’ experience leading a Customer Support Centre, or Call Center team • Minimum 5 years’ of IT experience in a service role • Superior verbal, written, presentation skills • Strong analytical skills related to solving critical problems in time-critical situations and managing client expectations • Solid technical background in networking, DBMS, QA or programming, MS Office. • This is a Day Shift position, but incumbent must be “on-call” and available 24/7, either as an escalation point for client issues or in a consultative capacity for Customer Support staff • Previous experience with performance metrics and SLA agreements a definite asset Desirable • Commercial Foxpro experience • Experience creating or supporting ATM or POS solutions would be an asset