Together we’re going places! Voyago is currently recruiting for a role of a Call Centre Manager in London, Ontario.

Voyago is Ontario’s Leading Mobility company. We’re hiring dynamic, high achievers looking to make a difference in the transportation industry. Voyago continues to advance across Ontario with our multi-model diverse platform covering all mobility segments, including Medical Transportation, Student Transportation, and Public sectors with Mass Transit, Para Transit, and On Demand Personal Mobility.

Our employee success is built on our commitment and emphasis on training and orientation process. Voyago prides itself on the growth of our employees by supporting and encouraging them to develop skills that lead to successful careers.

Voyago believes in the strength of our people and remains committed to our Golden Values statement created to reflect our promise of performance to our employees, customers, and communities.

If you’re a high achiever looking for an opportunity to demonstrate your achievements come join us, apply today.

Position Overview

Reporting to the Chief Operating Officer, the Call Center Manager is responsible for the daily operations of the call center.

Primary Responsibilities

Operations

• Scheduling people, vehicles and trips
• Run weekly performance meeting
• Track utilization of trips
• Lead operations call, forecasting for the next day

Financial

• Help prepare budget and adhere to numbers
• Submit payroll for all Call Centre employees

Reporting

• Create reports for on time performance, call volume and KPIs
• Analyze and present all of the above data

Customer Relations

• Answers questions and inquiries for customers
• Addresses customer concerns

People Management

• Directs the activities of staff, ensuring ongoing work quality, monitoring workloads and ensuring activities continue to be managed during staff vacation/sick leaves
• Monitors performance of staff, providing work direction, coaching and feedback, determining methods and procedures to be used, resolving problems, identifying opportunities for development and training and providing performance review input.

Requirements

The ideal candidates will posses the following qualifications that include, but are not limited to, the following:

• Degree in Business Administration or equivalent
• Minimum 5 years of management experience
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication and conflict resolution skills
• Knowledge of management principles and familiarity with company products, services and policies
• Decisiveness and attention to detail
• Proficiency with necessary technology, including MS O365, Call Centre software applications, phone systems, etc.
• Polite, professional phone voice

• Service background in a high capacity environment
• Passenger Transportation experience an asset

• Strong coaching and leadership skills, ability to motivate employees. The position has 4 direct reports (Supervisors)

• Solid understanding of logistics, just in time and demand customer response
• We are 24/7 business operating across Ontario

Benefits

Why work for us?

• Full-time opportunity
• Benefits package
• Rewarding career with a growing company
• Great company culture

Sounds interesting? Please send your resume to Anna Micka, HR Manager at anna@voyageurtransportation.ca

Voyago is committed to provide accommodation for individuals with disabilities throughout the recruitment process. Accommodations are available upon request of the internal or external applicant. If you require an accommodation due to a disability for an interview, please notify Human Resources directly to make appropriate arrangements when contacted for an interview.

We thank all applicants however only those under consideration will be contacted.