Manager / Senior Manager - Client Service Management

3 weeks ago

Toronto ON, Canada Questrade Financial Group Full time

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.
At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.
As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. Hybrid and flexible work arrangements
Opportunities to contribute to community causes
We’re looking for our next Senior Manager, Client Services. The purpose of the Senior Manager, Client Services is to lead and support the daily contact centre operations of the Client Services department. The role is critical to ensuring key performance measures and service quality standards are optimized.
What’s it like working as a Senior Manager, Client Services at Questrade?
The Senior Manager manages all aspects of the contact centre including planning, monitoring and motivation of the client services team.
The individual will work closely with the Director in planning and executing strategic initiatives that support quality and productivity campaigns and programs. The role acts as a liaison between Client Services and other departments to ensure operational effectiveness. The incumbent will also engage and maintain relationships with external partners and technology vendors to ensure the team is well supported with the right tools and resources.
The Senior Manager will be accountable for people management including training and coaching of leaders and agents.
People Management
Responsible for staff scheduling including: work assignments/rotations, employee vacations, overtime assignment and shift rotations
Operational Management
Work with partnering departments to ensure smooth processing of service tasks and compliance
Workforce Management tool)
Provide leadership and oversight to complaint/escalation handling
Source client feedback and surface client points to the right channels to help improve the client experience
So are YOU our next Senior Manager, Client Services? Have 5+ years of contact centre management experience or leadership role
Have proficiency with Genesys and Salesforce tools
Have proven project management skills
Have ability to analyze data and draw out insights towards business recommendations
Have People leadership and management skills
Are Analytical and creative thinker
Have Derivatives Fundamentals and Options Licensing Course
At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

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