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Director, technical support Call Center

Location:
Burlington, Ontario, Canada

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Job Description:

At Cogeco, our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious.  We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile, dedicated, problem solvers.

The successful candidate will be responsible to ensure excellence in service delivery through quality customer interactions, optimal agent performance with focus on Contact Centre Operational and customer satisfaction. Strong management skills with alternate channels such as field operations is mandatory. This includes ensuring excellence in operational efficiencies and overall quality measurement and monitoring of production, performance standards, training and development.  This leader must thrive in a dynamic environment; having the ability to contribute to strategic goal setting and implementation.  In addition, this leader must motivate others by example; demonstrating leadership attributes. Finally, the leader will have to align the 2 regional sites to create a one-team mindset for technical support operations.

Please kindly note that this position requires travelling 30% to 50% of the time. 
 

Job Responsibilities:

 

Performance Management :

  • Ensures key business indicators are met and exceeded through the development of strategies, focusing on customer and employee satisfaction.
  • Transform the technical support call center model of operation with a focus on digitalization, employee engagement and efficiency. 
  • Responsible for performance management of direct reports. Ensures they are clearly aware of, prepared for their responsibilities and can carry them out. Acts as a resource to direct reports for their management issues.

Coaching & Development:

  • Manages and develops managers with a focus on delivery of best practices; mentoring quality customer service and operational efficiency through coaching.
  • Develop a high performing culture including recruiting with defined profiles, developing troubleshoot  training/coaching content and supporting with support and quality standards.

Customer Satisfaction & Employee Morale:

  • Align all practices and processes in the 2 call center sites (Trois-Rivières and Burlington) to create a one-team mindset for delivering the transformation expected and make Cogeco’s technical call center team, a leader in the industry.

Job requirements:

 

ACADEMIC TRAINING

  • Bachelor’s degree or combination of equivalent education and experience.


WORK EXPERIENCE

  • Minimum 10 years of progressive call centre experience with at least 5 years of related experience in a call centre senior leadership role.
  • Fully Bilingual (French and English).

SPECIFIC COMPETENCIES

  • Demonstrated leadership and people management skills.
  • Demonstrated ability to influence the activities of others.
  • Fully Bilingual (French and English).
  • Open minded and willing to consider and evaluate alternatives and work in a team environment.
  • Demonstrated strong sense of ownership and initiative
  • Comfortable with regular senior Business level interactions (VP and Senior Director Levels). 

 

Talent & Technology Together. Join us.

Diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams which reflect the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.