*NB: We accept applications from the greater Montreal area only as the training is from the office.*

*We require our candidates to speak English because some of our clients are outside of Quebec and speak only English.*

We have been a quality-driven customer contact center in business for over 20 years. VOXDATA is growing rapidly and is looking for good people to join us.

Do you want to be part of the best? Propel your career in a call center firmly established in Quebec and be part of a winning team with many opportunities for professional growth.

Your main responsibilities would include:

• Creating a dynamic work environment with an emphasis on collaboration, support, fun and team spirit;
• Establishing an appropriate performance objectives to ensure team member and customer satisfaction while maintaining operational excellence and profitability;
• Developing innovative approaches and ideas to continuously review coaching strategies and methods to help agents improve performance;
• Monitoring/documenting employee performance and initiate corrective action plans as needed;
• Analyzing campaign results (service levels, customer satisfaction, absenteeism, etc.) on a daily basis and initiate corrective actions as necessary;
• Identifying, planning and implementing key operational improvements;
• Maintaining current skills as well as knowledge required for quality assurance and coaching needs;
• Attending daily/weekly meetings with the Call Center Manager to discuss new developments and campaign requirements;
• Monitoring the operation of technical equipment and escalate issues to the IT department for correction;
• Completing all campaign related reports daily (shift log, agent time sheets, tally sheets).

Requirements

You're an ideal candidate if you have:

• Post-secondary education in a related field;
• Two to five years experience in a competitive customer service environment;
• Strong team management experience;
• The ability to lead, train, coach and motivate a team in terms of performance and achievement of objectives;
• Excellent organizational skills, with the ability to manage priorities and respect deadlines;
• Bilingualism in French and English, for speaking and writing.

Benefits

Sounds like you? Here's what we offer:

• Competitive salary to be discussed according to experience;
• Full time schedule (40 hours/week) - day, evening and weekend shifts;
• Benefits upon hiring: medical, dental, long term illness and life insurance;
• Monthly performance bonus program;
• A professional and dynamic work environment, located in the heart of downtown;
• Dialogue: Virtual medical clinic for you and your family;
• And of course, an incredible team of colleagues!