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Call center manager - customer service

Customer Service & Sales Support
Yellow Pages
014256 Requisition #

Colleagues you’ll love.
A dynamic and collaborative workplace where you can contribute to our story.
An access to over 6,000 free courses for your continuous development and career growth.
Comprehensive benefits from day one. 

This is the #YPLife and what working at YP is all about.


What is a call center manager at Yellow Pages?

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.

As a call center manager, you will be responsible to manage, organize and plan the daily team activities to ensure efficient operations and best in class customer service. Plan, direct, supervise, and evaluate work flow for inbound call centre calls pertaining to customer requests and/or claim requests.  Coordinate work activities to achieve the volume expected to meet operational requirements. Recognize and recommend operational improvements. Collaborate closely with our workforce management team to schedule and improve efficiencies for both claims and call centre staff.  Responsible for the day-to-day application of departmental policies and procedures. Monitor performance of staff members according to established monitoring standards. Recommend hiring decisions and conduct performance appraisals.

Your main responsabilities:
Coach, develop and motivate a team to meet and exceed service and efficiency objectives. Create and maintain a pleasant work environment in order to ensure employee satisfaction and limit turnover. Calls may be inbound or outbound and can vary in nature from customer complaints/claims to inbound call centre calls, but will also include social media requests, live ‘chat’ requests, or email requests. Customer service is the primary function, but may include minimal selling or promotion of products or services.

Customer Focus
Promote and manage a customer-centric team through recognizing delivery of service according to YP standards. Ensure satisfaction in the resolution of escalated complaints.
Handle customer services inquiries and problems via the telephone and/or in writing using various tools such as social media platforms.  Records consistent problem areas.

Performance Management and Metrics
Set quality standards for both in-process and finished products. Track, monitor and coach on individual and team performance.
Set priorities and address service and performance gaps and opportunities using tools available and adjust accordingly as it related to inbound or outbound call center or claims group.
Evaluate production flow and recommend ongoing improvements. Work with various departments to establish procedures, controls and quality standards.

Continuous improvement
Identify, develop and recommend improvements to Customer Service processes, procedures and policies. Under general direction, work with other departments to design, develop, and implement procedures for testing data flows and new product/service introductions. Document procedures and recommendations for all phases of product/service testing.

Project participation

Participate in special projects, representing Customer Service.  

Why should you apply for the call center manager position?
- We bet on everyone potential rather than pressure management
- We offer a flexible benefits package on your first day, a casual environment where you can wear jeans
- We distinguish the most beautiful achievements by awarding prizes or recognition programs
- We propose to our employees to advance in their career according to their expectations
- We work in the amazing Nordelec building which includes a gym

What do you need to be a call center manager at Yellow Pages?


- Bachelor’s degree in business administration, commerce, or equivalent.
- 3-5 years management experience, preferably in a customer service/ contact center environment.
- Knowledge of multimedia advertising (SEO/SEM), social networks and marketing techniques.
- Above average working knowledge of MS Office (Word, Excel, PowerPoint) and Outlook
- Strong knowledge of Call Centre tools, metrics, and CRM’s (Salesforce is an asset)
- Effective verbal and written communication skills.

Soft skills:
- Strong leadership, coaching and motivational skills.
- Strong organizational and coordination capabilities with attention to detail.
- Strong oral and written communication, listening skills and problem-solving skills.
- Strong customer service skills.
- Bilingualism is a must in Quebec and an asset in other regions.
- Multi-tasking, Adaptability. Autonomy. Teamwork.

You are ready to join the Yellow Pages adventure as a call center manager? Send us your resume right now!

About Yellow Pages

We’ve been in the game since 1908 and we continue to transform to offer our 229 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.


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