Manager, Contact Centre
Knowledge First Financial
Ontario, Mississauga, CA
4d ago

Job Profile

Manager, Contact Centre

Manager, Contact Centre

Reporting to Director, Operations

Full Time Position

This is your chance to be part of an exceptional group of experts, guided and inspired by a not-for-profit Foundation focused on satisfying our significant customer base.

We are driven by purpose and commercial value. If you thrive in a purpose-based organization, with a passion for expertise and customer-centered product design, apply for a position with us today.

Mandate

We are looking for someone who is going to utilize their leadership skills to manage the Contact Center team at Knowledge First Financial.

We take pride in executing our Mission of delivering easy and memorable experiences to our customers. We invest in internal growth and talent development for those looking for a long-term career with Knowledge First Financial.

The most important aspect of our company is our culture and looking for someone to be a part of it. The incumbent will play a key role in the development of the Contact Centre team by coaching and mentoring the team to facilitate their professional development and training.

WHO WE ARE LOOKING FOR

If you can answer YES to the following questions, you may be the person we are looking for :

  • Do you have a university or College degree in Business or a related discipline?
  • Do you have 2-3 years’ experience working in the financial services industry for a customer service / call center or Back Office Administration environment
  • Do you have 1-2 years’ experience with Quality Assurance or Customer Retention programs?
  • Do you have superior customer service skills?
  • Do you have excellent communication skills? Are you able to articulate clearly and effectively over the phone and in writing?
  • Do you have strong analytical skills?
  • Are you proficient with Microsoft Word and Excel?
  • Do you have excellent organizational and time management skills? Are you able to multi-task in a fast-paced environment?
  • Manage team workload and practices to optimize effectiveness and efficiency
  • Are you licensed with the RESPDAC and familiar with previous subscriber vote programs? This is considered an asset
  • WHAT YOU WILL BE DOING

  • Adhere to all Service Level Agreements as specified in Knowledge First Financials Standard Operating Procedures, and Quality Standards
  • Serve as coach and mentor and consistently works with team / individual to evaluate and improve skills.
  • Lead team meetings, ask questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Reporting activities Manage various customer activities such as marketing campaigns (outreach to customers), NPS patterns influencing customer experience
  • Call Quality Work with the Quality team on Customer service calls / emails / chat exclusively to ensure consistent messaging is being delivered
  • Analyze and deliver cost benefit analysis on current outbound and inbound programs to ensure the program is effective and cost efficient.
  • Maintain up-to-date knowledge of the company market conditions and leverage advantages to build effective Customer solutions.
  • Participate as a subject matter expert on key processes and supports the division to co-ordinate key deliverables on annual business processes, new business initiatives or changes to processes.
  • Investigate and solve escalated customer inquiries and recommends alternative options and solutions.
  • Assist other management team members in identifying trends and establishing call center goals
  • Take on other tasks or projects to support employees, other managers, and call center operations.
  • Equal Opportunity Employer

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