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Bilingual Contact Center Manager

Location: Québec City
Company: Trupanion
Hours: Full time

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Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.Trupanion is seeking an experienced Bilingual Contact Center Manager in our pet-passionate call center! This person will be collaborating with a team of managers to lead our phone sales, member experience, retention efforts and deliver on business goals for Quebec and surrounding Canadian market. Are you a motivated leader who enjoys developing a team through coaching and mentoring?As a member of the Contact Center Leadership Team, you will be a key contributor in determining the strategies for continually improving conversion, customer satisfaction and retention. Most importantly, you will make a positive impact in the lives of pets and their owners!The optimal candidate will be an excellent communicator, highly energized and have a proven track record of leading phone sales, care and retention teams.Key Responsibilities Include:Develop team members to achieve, exceed and sustain performance metricsTracking and reporting team as well as individual performance metrics through various systemsDefine and execute strategies to achieve long-term objectivesContinuous improvement of sales, customer satisfaction, and customer retentionExperience, Skills, Knowledge & Abilities:Bilingual in French/English3+ years of successful phone sales experience, inbound/outbound sales channels a plus, and Telesales Leadership preferred.3+ years of demonstrated ability in driving performance goals.Strong collaboration and communication in both oral and written format.Proven ability to drive performance in a front-line environment.Strong strategic thinking skills and the ability to find creative solutionsSchedule:During the first four weeks of training, your schedule is Monday - Friday between 11:00 a.m. EST - 8:00 p.m. EST.Compensation:The annual salary for this position is $85,000 CAD on a full-time schedule. Along with the base salary, Trupanion employees may be eligible for monthly bonuses based on individual performance.We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.Benefits and Perks:Employer-paid extended health coverage for you and your familyTrupanion will partner with Wealthsimple to register your RRSP, pension, etc.Four weeks of paid time off and 11 paid float holidays (you can decide which days are most important to you!)Five weeks, paid, sabbatical after five years of employmentEmployer-paid medical insurance for one pet (cat or dog)Paid time off to volunteer at nonprofit organizationsOpen, casual, pet-friendly, and fun work environment

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