Rove Concepts Looking for Call Centre Manager – Customer Service at Vancouver, BC Full Time

Rove Concepts is looking for an experienced Call Centre Manager to oversee our Sales & Customer Care Team.

If you are: committed to service excellence; are consistent, caring and dependable with a passion for helping others; are a consummate professional with a commitment to customer service; and are willing to work hard in a fast-paced environment, while constantly pushing yourself to be the best, then we want to hear from you!

What you’ll do:
Training and Coaching — Ensure the team is team is trained and equipped with required knowledge and tools. Coach, monitor and train as per assigned KPI’s & Goals

Problem Solving — Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in decision-making process.

Customer Service — Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance.

Communication — Speaks clearly and persuasively in positive or negative situations. Writes clearly, and has the ability to read and interpret written information.

Team Work – Exhibits objectivity and openness to the views of others and contributes to building a positive team spirit. Upholds organizational values and treats people with respect and promotes a harassment-free environment.

Quality Management – Assists in maintaining the highest level of customer service. Participate in ensuring Rove Concepts standards are in compliance. Looks for ways to improve and promote quality while demonstrating accuracy and thoroughness. Strives to increase productivity.

Initiative — Meets challenges with resourcefulness, generates suggestions for improving work and takes responsibility for own actions. Asks for and offers help when needed.

People Management – Provides regular performance feedback to all employees. Manages difficult or emotional employee situations. Develops subordinates skills and encourages growth.

Compliance – Adheres to all policies and procedures required by Rove Concepts and maintains confidentiality.

Financial – Perform and authorize customer refunds and credits

**Please note this is an onsite role and will require you to work in our Vancouver Head Office.***

What you’ll need:
University degree in business or equivalent preferred

5 to 7 years of experience within a customer relations industry, with at least 3 years of management experience, motivating and leading teams in a call-centre environment

Exhibited and proven leadership skills in motivating and educating others with a demonstrable track record in managing a high-performance team

Very strong leadership skills to mentor staff

Ability to make quick decisions, multi-task and great problem-solving skills

Ability to train, coach and provide staff with communications and feedback

Strong communication skills

Open-minded and excited to join a smaller company with the ambition for growth

Adaptability, work ethic and a positive attitude

** Experience with Zendesk and Freshdesk a plus

What we’re offering:
Rocketing growth – yours and ours. At Rove Concepts, there are lots of opportunities for personal and professional growth. That’s because we believe in developing, investing, and promoting from within

Casual and open work environment

Competitive salary and benefits package with 3 weeks’ vacation to start

We are a dog-friendly office space!

Regular social events with a great team culture

Work with a high-performing team of people who are passionate about their contributions

Benefits:
Extended health care

Vacation & paid time off

Vision care

Dental care

Casual dress

Company events & social hours