Contact Center Manager

To support our continued growth, Brandt is looking to hire a Call Center Supervisor in our Moncton location to provide support to our 24/7 call center operations team and lead the delivery of exceptional service support to our customers and dealer locations. Reporting to the Director of Customer Contact, the successful candidate will be responsible for providing leadership to a team of corporate receptionists within the contact center. This is a great opportunity for someone with previous management experience in call center environment looking to leverage their skills, experiences and passion for employees and customers to become part of a stable and growing company. Duties & Responsibilities Lead the implementation and delivery of the contact center mission and vision Provide leadership to a team of 5-10 parts people in a 24/7 contact center environment Deliver skill development coaching to improve performance, productivity, sales and customer experience Measure, monitor and diagnose performance gaps to deliver on enterprise performance goals Coordinate and prioritize training and development opportunities to improve the knowledge and capabilities of team Champion an employee centric culture focused on high levels of communication and engagement Collaborate with partners to achieve hiring plan and scheduling requirements to meet service level goals Manage risk and adherence to all internal procedures and policies Continuously review processes and practices and make recommendations to improve operational efficiency and customer experience Facilitate team meetings to deliver procedural updates, performance trends, best practice sharing and employee recognition Facilitate ongoing career development and growth opportunities Deliver parts center KPIs and performance reviews Resolve customer and branch complaints and escalations as needed Act as subject matter expert to provide second level floor support and guidance

Lead a team of corporate receptionists and parts personnel in a 24/7 contact center to ensure exceptional customer service. Responsibilities include monitoring performance KPIs, coaching staff, and optimizing operational processes to meet service level goals.

The candidate must have previous management experience within a call center environment. They should possess a passion for employee development and a proven ability to lead teams toward enterprise performance goals.

• LeadershipSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Call Center Management
• Leadership
• Performance Monitoring
• Coaching
• KPI Management
• Customer Experience
• Operational Efficiency
• Conflict Resolution
• Staff Scheduling
• Employee Engagement
• Process Improvement
• Training and Development

• Management & Leadership
• Customer Service & Support
• Manufacturing

Expérience minimale

5+ ans

Postuler avant le

21 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level