Call Centre Manager
Location: CA, ON, London
Employment type: Full-time
Industry: Transportation/Trucking/Railroad
Function: Management
Company profile: Voyageur is one of Ontario's leading transportation companies, serving Southwestern and Central Ontario for over 34 years. Voyageur offers professional passenger transportation solutions in four different business segments: Non-Emergency Medical Transportation (wheelchair and stretcher transfers), School Bussing and Charters, Public Transit (Conventional and Para), and Checker Limousine. We also provide various Training Solutions including Red Cross First Aid and CPR and First Responder training, licence upgrading and various Health and Safety Programs. We continuously focus on safety and driver training. A careful recruitment process, a comprehensive orientation program, regular road evaluations, performance appraisals and defensive driving education programs assist us to maintain the standards of our drivers and the quality of the services they provide. Much of our management team and seasoned drivers have been a part of the Voyageur team for many years.
Description: Voyageur is one of Ontario's leading transportation companies, serving Southwestern and Central Ontario for over 34 years. Voyageur offers professional passenger transportation solutions in four different business segments which include: Non-Emergency Medical Transportation (wheelchair and stretcher transfers), School Bussing and Charters, Public Transit (Conventional and Para), and Checker Limousine. We also provide various Training Solutions including Red Cross First Aid and CPR and First Responder training, licence upgrading and various Health and Safety Programs.We have earned the trust of our customers by providing consistent, quality, personal care and peace of mind services. Our proven commitment to provide only the best transportation service is made possible through our:Team of experienced staff and managementExcellent safety recordFinancial and operational stabilityForesight and a proactive approach to risk managementFlexibility and the desire to meet the needs of all stakeholdersExtensive planning skillsProven efficient delivery of effective safety programsWe currently operate 24 hours a day, 365 days a year from 15 throughout facilities in Ontario . Voyageur has a fleet of approx. 650 vehicles and provides employment for over 1300 individuals across the province and within our various business units.Over 30 years of providing Quality Personalized ServiceTogether we’re going places!  Voyageur Transportation is currently recruiting for an experienced Call Centre Manager to lead our ever expanding multi-divisional Call Centre located in London, Ontario.Voyageur Transportation, named one of Canada's 50 Best Managed Companies, is a safe and responsible people transportation leader. Voyageur is currently recruiting for an experienced Call Centre Manager to lead our ever expanding multi-divisional Call Centre located in London, Ontario.  This position offers a generous compensation package including health and dental benefits, leadership development, and opportunities for participation and growth. .
Requirements: The Call Centre Manager is responsible for delivering high standards of customer service by leading an effective and efficient group of call centre employees. The ideal candidate will demonstrate a working industry knowledge and experience that includes, but is not limited to:Managing and leading a diverse centralized Call CentreDeveloping operational strategies by conducting needs assessments, capacity planning and cost/benefit analysisAchieve Call Centre financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing variances and initiating corrective actionsDeveloping Key Performance Indicators to measure, analyse, plan and  improve Call Centre performance and vehicle utilizationThe ability to drive outstanding customer service; responding to all customer questions/inquiries in a prompt, professional and efficient mannerStrong negotiation skills including conflict management and dispute resolutionThe ability to embrace conflict, stress and crisis situations for positive resolutionLeading and motivating teams and simultaneously manage several projectsDeveloping and fostering positive relations with key stakeholdersFormulating policy, and develop and implement new strategies and proceduresBe self-motivated and have excellent time management skillsProfessional written and verbal communication and interpersonal skillsHold a high degree of dependability and competencyA valid G licence and personal transportation to and from work is requiredQualifications:5+ years leadership experience managing a diverse workforceConsideration given to candidates with experience managing a busy diverse call centreUniversity degree or equivalent preferredDemonstrated ability to positively champion change and link to bigger strategic objectives and business direction
Benefits: Voyageur Transportation, named one of Canada's 50 Best Managed Companies, is a safe and responsible people transportation leader.  We are the company of choice by our customers and employees. This position offers a generous compensation package including health and dental benefits, leadership development, and opportunities for participation and growth. With several divisions such as Luxury Charters, Non Emergency Medical Transportation, Paratransit and Taxi/Limousine the career opportunities with Voyageur are limitless!
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