Head of Call Centre - Canada (Alberta) at Aventus Group | Torre
Head of Call Centre - Canada (Alberta)
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Aventus Group

Head of Call Centre - Canada (Alberta)

Aventus Group
Emma
Emma
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Full-time

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Remote (for Canada residents)
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Emma of Torre.ai
 4 months ago

Responsibilities

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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