Call Center Operations Manager

About Us:

AutoShack, a leader in the online auto parts retail industry, is known for providing high-quality aftermarket parts at competitive prices. We value innovation, customer satisfaction, and effective team collaboration. As we continue to grow, we seek a skilled Operations Manager to lead our Contact Center operations, ensuring seamless customer interactions and efficient use of technology.

Key Responsibilities:

- Direct management of our offshore contact centers in the Philippines and South America, ensuring operational excellence.

- Implement AI-driven solutions and advanced technology for enhanced customer service and task automation.

- Proficient use and management of NetSuite ERP, TalkDesk CRM, Salesforce Commerce Cloud, and Krista.ai to optimize contact Center Operations.

- Lead, develop, and motivate a diverse team, fostering a culture of high performance and strong leadership.

- Regular monitoring and analysis of contact center performance metrics to identify areas for improvement.

Requirements:

- Significant experience in managing offshore contact centers, preferably in the automotive or e-commerce sectors.

- Strong technical background, particularly in AI, CRM systems, and ERP solutions.

- Demonstrated leadership abilities, with a track record of managing and developing high-performing teams.

- Knowledge of NetSuite ERP, TalkDesk, Salesforce Commerce Cloud, and Krista.ai preferred.

- Excellent problem-solving, organizational, and communication skills.

Education & Experience:

• Bachelor's Degree.
• 7+ years of Call Center experience preferred.
• 5+ years of managerial experience.
• Motivated self-starter.
• Excellent verbal communication skills.

AutoShack offers competitive salary and benefits packages, as well as opportunities for professional growth and development. If you are a dedicated and driven individual who is ready to take your career to the next level, we encourage you to apply. While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.

Job Types: Full-time, Permanent

Salary: $75,000.00-$85,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care

Schedule:

• Day shift

Ability to Commute:

• Stittsville, ON K2S 1E7 (required)

Work Location: In person