Head of Call Centre - Canada (Alberta)
Full-timeRemote
37,000 to 52,000 USD / year
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At a glance
Automatically prepared from the listing. Check the original description for the full requirements.
Jump to the original descriptionResponsibilities
The Head of Call Centre will drive the fulfillment of sales plans and KPI targets while managing daily call centre operations. Responsibilities include setting up telephony systems, developing scripts, and preparing reports.
Requirements
Candidates should have a minimum of 1 year of experience in a call centre, particularly in phone lending or telephone sales. Proven experience in managing telephony systems and developing call centre teams is required.
Working hours
40 hours per week
Work arrangement
Remote OK
Skills
- Call Centre Management
- Telephony
- Team Development
- Sales Techniques
- CRM Systems
- ATC Systems
- Excel
- Microsoft Office
- AI Technologies
- Customer Support
- Process Improvement
- Technical Requirements
- Reporting
- Conversation Scripts
- Motivation Systems
- Workload Management
Benefits
- Paid Vacation
- Benefits Package
Remote locations (standardized)
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Sales
- Technology
Keywords
- Fintech
- Digital Financial Products
- Call Centre
- Sales Plans
- KPI Targets
- Telephony
- IVR
- AI Robots
- Conversation Scripts
- Policies
- Customer Support
- Training
- Motivation Systems
- Process Improvement
- Cost Optimization
- Productivity
- Reporting
Original job description
Aventus Group is an international fintech company operating in 27+ markets worldwide - and we're looking for a sharp, experienced Head of Call Centre to join our growing team in Canada.
We build cutting-edge digital financial products and offer a unique opportunity to gain real international exposure and grow alongside a global team.
What you'll be doing:
Drive fulfillment of sales plans and KPI targets across the call centre;
Monitor daily CC KPIs and take prompt corrective action when needed - adjusting audiences, managing queue priorities, controlling agent workload;
Set up and manage telephony, IVR, and AI robots;
Develop and update conversation scripts for operators and robots;
Build and maintain policies and procedures for customer and partner support;
Set up and control chats and mail channels;
Select, train, and develop CC staff;
Design and implement non-financial motivation systems;
Draw up technical requirements for process improvement and optimization;
Develop new tools to optimize costs and increase productivity;
Prepare daily, weekly, and monthly reports.
What we're looking for:
Minimum 1 year of experience in a call centre within phone lending or telephone sales;
Proven experience setting up and managing telephony - required;
Experience managing and developing CC teams;
Strong knowledge of sales techniques and inbound/outbound line operations;
Experience with CRM and ATC systems;
Proficiency in Excel and Microsoft Office suite;
Experience building a CC from scratch (outsourced) - a strong advantage;
Experience with AI technologies - a plus;
Presentable appearance, competent verbal and written communication, no speech defects.
What you get:
Remote work opportunity;
3 weeks of paid vacation;
Benefits package after 3 months - 50% covered by the company;
International exposure across 27+ markets;
Real impact on business growth from day one;
A team that values initiative and ownership.
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