Mid-Level Manager - Retail (Centris, QC)

About this role

Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting schedule

Qualifications:

• Bachelor's Degree

• 6 to 8 years of overall experience

• Minimum 4 to 5 years’ experience in managing teams for contact center

• Experience in Customer Service Domain

• Responsible for administrative aspects including reporting

• Ability to plan, prioritize, organize and communicate with client

• Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Centre software

• Experience in goal setting (defining and prioritizing specific, driving objectives)

Responsibilities:

• Strategy translation: Breaking long-term executive plans into actionable steps for specific teams.

• Communication flow: Passing updates, goals, and feedback both up and down the corporate ladder.

• Resource management: Overseeing department budgets, staffing needs, and work tools.

• Team leadership: Training, supervising, and supporting first-line supervisors or staff

• Problem-solving: Resolving internal conflicts and adapting workflows to new challenges.