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Manager - Customer care practices (call center)

Customer Service & Sales Support
Yellow Pages
014231 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 Sales and Customer Practices 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 sales and customer service practices manager, you will be responsible to manage, organize and plan the daily activities of the teams to ensure efficient operations and quality deliverables.

Your main responsabilities:
- Manage, coach & motivate clerical staff responsible for providing dedicated support in fundamental areas of the sales and operations process.

Performance Management and metrics
- Track, monitor, and report on the results of individuals and team
- Set priorities, and address performance gaps and opportunities, using tools available.
- Responsible for individual operational processes, relationships, initiatives or analysis at a manager-only level that either drives or protects budget or advertising revenues.

Customer Focus
- Promote and manage a customer-centric team through monitoring and managing performance to meet established product and service standards.
- Responsible for continually investigating and providing new, innovative & value-added services that will improve, enhance or simplify the processes.

Continuous Improvement
- Identify, develop and implement improvements to Operations processes, procedures, and policies.
- Act as a liaison with other departments to represent the views & or needs of the YPG regional or national sales force while simultaneously building strong working relationships.

Project Participation
- Participate in special projects, representing Operations, as required.
- Assist in rollout, communications, processes, support and or training surrounding improvement to or launch of products, processes and or initiatives by any YPG business unit.

Why should you apply for the Sales and Customer Service practices Manager position?
- We bet on everyone potential rather than pressure management
- We offer paid training, flexible benefits package on your first day, a casual environment where you can wear jeans
- We continually develop skills and team cohesion through the organization of role plays
- 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, restaurants, walking distance to the Lachine canal and more!
- Work schedule from Monday to Friday daytime


What do you need to be a Sales and Customer Service practices Manager at Yellow Pages?

- Bachelor’s degree in business administration, commerce, or equivalent.
- 3-5 years management experience, preferably in a customer service/ contact centre environment.
- Strong execution and decision making skills.
- Good knowledge of Office Suite programs (Word, Excel, PowerPoint, Outlook, Notes).
- Strong mentoring and staff development skills.

- Bilingual


Soft skills:
- Strong leadership, coaching and motivational skills.
- Strong planning, organization, time-management skills.
- Strong oral and written communication, listening and problem-solving skills.


You are ready to join the Yellow Pages adventure as a Sales and Customer Service practices 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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