Contact Centre

3 weeks ago

Toronto, Canada The Travel Corporation Full time

The Travel Corporation is an industry leader, and career opportunities at The Travel Corporation are as diverse as the travel experiences we offer. Our teams, our family, is absolutely our greatest asset. Working with a collaborative team spirit, we are dedicated to providing exceptional service to our customers. The Travel Corporation offers employees a comprehensive benefits package; training and support to foster career development; travel opportunities; and a driven culture anchored to the principals of diversity and inclusivity.

HOW YOU'LL WORK

This is a Remote role which means you get to work from home
The Quality Assurance Agent is responsible for scoring and/or assessing the quality of inbound contacts received by all North American and BPO contact centre representatives while monitoring demeanour, functional accuracy, sales performance, and conformity to all quality components.
- Conducts call monitoring for voice agents and provides coaching and feedback
- Maintains expert levels knowledge of reservations product and process knowledge for all required brands and regions
- Provides support to NA Sales and Service Contact Centre Representatives by being available to help them with product, process, or brand related questions
- Works with NA Contact Centre leadership group to identify team & individual performance gaps, and inefficiencies
- Helps develop individuals on the team(s) through coaching and mentoring, to meet individual and team goals/targets
- Recommend, implement, and execute monitoring program (E.G. side-by-side in person or remote, silent, mystery shopper, etc)
- Maintain confidentiality and uphold standards for privacy and data integrity
- Stay up-to-date on products & processes for all brands
- Be part of a consistent feedback loop with leadership, management, and training to calibrate monitoring processes and results
- Participates in call calibrations for call center staff

RECIPE FOR SUCCESS
- Minimum of 1 year of experience working in contact centre
- Demonstrated ability with familiarity with our TTC Tour Brands
- TICO certification (or willingness to pursue) required
- Customer service oriented: You have a desire to anticipate, recognize, and exceed guests’ needs.
- Attentive to details: Providing quality is important to you - you know that being accurate and thorough contributes to a positive guest experience.
- Enthusiastic: You are ready to tackle any challenge with a positive attitude.
- Balanced: You can maintain focus while prioritizing a multitude of tasks.
- Tech savvy: You welcome the opportunity to learn new software programs.
- A top performer: You have high standards and hold yourself accountable to your work.
- Flexible: You can adapt quickly to our fast-paced environment.

MUST HAVE'S
- Availability to work overtime as required
- Availability to work any shift during business hours including evenings and weekends

PERKS
- After your first year, you get an annual travel credit of $1250 to travel on any one of our core travel brands
- You also get 2 weeks a year where you can work from anywhere in the world, your choice
- Full health benefits package
- To grow - we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3000 per year to support external learning and development courses that interest you and drive your passion
- Giving back - we give you two paid workdays each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®

The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you.

The Travel Corporation is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

  • Director, Contact Centre

    7 days ago

    Toronto, Canada Legal Aid Ontario Full time

    **Company Bio** Legal Aid Ontario employees are committed to making a difference in the lives of our clients. As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law. If...

  • Director, Contact Centre

    1 month ago

    Toronto, Canada Legal Aid Ontario Full time

    Union: Non-Union - Job Number: J0424-0664 - Job Title: Director, Contact Centre - Job Type: Permanent Full Time - City, Province, Country: Toronto, Ontario, Canada - Job Location: Toronto - Job Category: Executive - Job Classification: M4 - Role Designation:- Open Positions: 1 - Posting Date: April 16, 2024 - Closing Date: April 24, 2024 - Salary:...

  • Manager, Contact Centre

    4 weeks ago

    Toronto, Canada Porter Airlines Full time

    Job Summary Are you able to expertly manage a customer-focused contact centre, offering service across multiple channels while maintaining amazing employee engagement? Do you have an unwavering positive attitude? Are you familiar with how to manage a virtual customer service team? Do you know how to influence without direct authority? Are you effective at...

  • Contact Centre Associate

    1 month ago

    Toronto, Canada YMCA of Greater Toronto Full time

    Hourly Rate: $17.12- Check out the YMCA’s total compensation package! Location: Hybrid position-Contact Centre - 90 Eglinton Avenue East Toronto Work Hours: Upto 37.5 hours/week Employment Type: Part Time Hourly Contract Number of Vacancies: Multiple Anticipated Start Date: January 15, 2023 Deadline to Apply: December 15, 2023 **Be the Spark!** Join...

  • Director, Digital Contact Centre New

    1 month ago

    Toronto, Canada Definity Financial Corporation Full time

    Job ID : 7234 Category : Sonnet Insurance Brand : Sonnet Regular/Temporary : Regular Fulltime/Parttime : Full Time Location : Toronto, Canada Posting Range : $97,000 - $178,800 Sonnet is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance...

  • Client Advisor

    7 days ago

    Toronto, Canada Tiffany & Co. Full time

    Based at Tiffany flagship Toronto Store on Bloor, the **Client Advisor, Contact Center **holds the critical position of embodying the Tiffany brand in each and every client interaction. The Contact Centre Client Advisor is responsible for delivering luxury best-in-class client experience across multiple contact channels by listening to each client’s...

  • Director, Contact Centre Technology

    2 weeks ago

    Old Toronto, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Director, Contact Centre Technology

    2 weeks ago

    Old Toronto, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Director, Contact Centre Technology

    2 weeks ago

    Old Toronto, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Représentant Du Centre de Contact-tdaf Français

    4 weeks ago

    Toronto, Canada TD Bank Full time

    414192BR **Description d'emploi (TD Description)** Soyez au fait et demeurez compétitif. Bâtissez votre carrière. Évoluez avec nous. Voici notre histoire : emplois.td.coM/Francais. **Apercu du service** - En devenant employé de Financement auto TD (FATD), une division dynamique de la TD, vous aurez une excellente occasion de faire partie d’un...

  • Contact Centre Agent

    3 weeks ago

    Toronto, Canada The Travel Corporation (Canada) Full time

    The Travel Corporation is an industry leader, and career opportunities at The Travel Corporation are as diverse as the travel experiences we offer. Our teams, our family, is absolutely our greatest asset. Working with a collaborative team spirit, we are dedicated to providing exceptional service to our customers. The Travel Corporation offers employees a...

  • Investment Representative, Isi Contact Centre

    1 month ago

    Toronto, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Contact Centre Representative

    1 month ago

    Toronto, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Contact Center, Patch and Vulnerability QA

    2 weeks ago

    Toronto, Canada Tata Consultancy Services Full time

    Experience in Quality Assurance testing - manual and automation testing.Domain experience in Contact Centre is preferred.Knowledge of testing Contact Centre applications such as Nuance, Verint, Aspect and Genesys application suites.Must have worked with HP-ALM and JIRA.Experience with Cyara or other IVR automation tools is preferred.Experience in working in...

  • Manager, Fraud Contact Centre

    1 month ago

    Toronto, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...

  • Contact Centre Supervisor

    1 month ago

    Toronto, Canada IDP Education (Canada) Full time

    Education: College, CEGEP or other non-university certificate or diploma from a program of 3 months to less than 1 year - Experience: 1 year to less than 2 years **Tasks**: - Perform same duties as workers supervised - Recruit and hire staff - Co-ordinate, assign and review work - Ensure smooth operation of computer systems, equipment and machinery, and...

  • Bilingual Customer Contact Center Representative

    2 weeks ago

    TORONTO, Canada Royal Bank of Canada Full time

    Job SummaryJob DescriptionWhat is the opportunity? In this role, professionally front face all internal/external parties including Clients/Advisors/Investors who contact to the Customer Contact Centre requiring additional support services offered by RBC Investor Services. This role is remote within the Toronto or Montreal Area.What will you do?Primarily...

  • Bilingual Customer Contact Center Representative

    2 weeks ago

    Toronto, Canada RBC - Royal Bank Full time

    Job SummaryJob DescriptionWhat is the opportunity? In this role, professionally front face all internal/external parties including Clients/Advisors/Investors who contact to the Customer Contact Centre requiring additional support services offered by RBC Investor Services. This role is remote within the Toronto or Montreal Area.What will you do?Primarily...

  • Centre Coordinator

    1 month ago

    Toronto, Canada CareerQuest College Full time

    The primary role of the Centre Coordinator is to manage the day-to-day operation of the centre. This includes supervisory responsibility for instructional staff and students, as well as taking responsibility for the facilities and company resources. The Centre Coordinator will be the first point of contact for students contacting the centre regarding...

  • Contact Center, Patch and Vulnerability QA

    4 weeks ago

    Toronto, Canada Tata Consultancy Services Full time

    About TCS TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status. Our organizational structure is domain-led and designed...