Senior Manager Contact Centre Gatineau QC

Oversee customer interactions as Senior Manager of the Contact Centre at Groupe Nordik, located in Gatineau, QC. This full-time position focuses on enhancing guest loyalty through operational excellence.
In this pivotal role, you will lead a team that serves as the first point of contact for guests, shaping the culture and performance of the contact centre. With over 5 years in operations, you will deploy key action plans involving technology and resource planning to improve efficiency and customer service.
Key Responsibilities:
• Define the operational vision for the contact centre
• Drive and track key performance indicators (KPIs)
• Mentor agents and maintain a positive service culture
• Plan workforce levels based on call volumes
• Handle escalations and optimize customer journeys
Requirements:
• Minimum 5 years of progressive operational experience
• College diploma in business administration; Bachelor’s is a plus
• Proven track record managing rem...