Develop your career within the GEXEL Group and join the management team. Under the supervision of the Director of Operations, the Manager is the resource person who supervises the management teams and agents to ensure that operations run smoothly. He is the expert in customer service and team management and spends most of his or her time supporting day-to-day operations with a view to improving performance and achieving our partner's objectives.

HERE IS A GLIMPSE OF YOUR WORKDAY
  • Maintain a positive and open work environment while keeping agents engaged, involved, and performing well
  • Actively participate in operational meetings
  • Measure campaign performance and productivity in real time, proactively suggest and implement necessary corrective measures
  • Contribute to the development of agents by providing the necessary guidance and coaching
  • Deliver initial and ongoing training as needed
  • Coordinate activities with your team to meet campaign objectives
  • Communicate results, identify performance gaps, and follow up on action plans
  • Stay abreast of all industry and customer initiatives and developments with a view to continuously improving results
  • Understand the overall impact of your decisions at all times across all operations
  • Ensure that GEXEL's values, standards, and regulations are respected at all times
  • Act as a change agent in the implementation of a high-performance culture
  • Continue taking calls when operational needs require it

YOU ARE THE PERSON WE ARE LOOKING FOR BECAUSE
  • You have 5 years of experience in team management in the telecommunications field
  • You have 5 years of experience in administrative team management
  • You have training experience, ideally in a customer contact center
  • You have a high-performance culture and are results-oriented
  • You are analytical, rigorous, and a good decision-maker
  • You are adaptable
  • You are committed, self-controlled, and diplomatic
  • You are proficient with computer tools
By applying to GEXEL, you understand that if you are offered a position, it will be conditional upon a background check in accordance with GEXEL's employment policies. The background check may include some or all of the following, depending on the nature of the position: SIN validation, work permit, employment verifications, credit checks and criminal checks for offences related to the position being offered. You will be informed during the hiring process of the verifications required by the position. We thank you for your understanding and wish you good luck in this process.