Call Centre Manager

6 months ago

Winnipeg, Canada Ellement Consulting Group Full time

ABOUT ELLEMENT
Ellement Consulting Group LP (Ellement) is a privately-owned actuarial consulting firm that has been providing actuarial, administration, software programming, and consulting solutions for pension, benefits, and investment programs for individuals, corporations, unions, associations, and governments for programs based in Canada since 1996.
Our mission is to design, implement, and manage employee benefit programs for individuals and institutions to provide economic security at a reasonable and affordable cost.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES
- Team Leadership and Development: Lead and motivate the call center team to meet performance targets. Supervise and manage the team, providing training, coaching, mentorship, and professional development opportunities. Foster a positive, supportive, and collaborative work environment, encouraging teamwork and growth.
- Operational Management: Monitor call center operations to ensure efficiency and effectiveness. Handle staffing needs, including scheduling, managing leave requests, and coordinating changes. Oversee the use of technology and software, ensuring systems function properly and troubleshooting issues as needed.
- Performance Management: Conduct performance evaluations, offering constructive feedback and developing individualized plans to support team members in achieving their goals. Implement and enforce call center policies and procedures, addressing performance issues promptly and constructively.
- Quality Assurance and Customer Service: Develop and maintain quality assurance processes to ensure high-quality customer service. Resolve escalated customer issues and complaints, maintaining high standards of customer satisfaction. Ensure that administrators adhere to company standards and service level agreements.Collaborate in the onboarding of new clients and ensure their successful implementation while maintaining service standards for existing clients.
- Data Analysis and Reporting: Analyze call center data, including call volumes, wait times, and customer satisfaction metrics, to identify opportunities for improvement. Generate reports on key performance indicators (KPIs) and trends, presenting findings to senior leadership with strategic recommendations.
- Strategic Planning and Collaboration: Collaborate with senior management and other departments to align call center operations with organizational objectives. Participate in partner meetings, bringing in-depth operational knowledge and a strategic viewpoint. Stay informed about advancements in call centre technology, legal and regulatory changes, and industry trends to recommend upgrades or changes as needed.
- Customer and Market Intelligence: Conduct customer intelligence and market research to understand current and emerging trends. Develop tools for gauging customer behavior and expectations, influencing service delivery and development.
- Risk Management: Ensure compliance with relevant regulations and industry standards, mitigating risks related to data security, privacy, and operational concerns.

REQUIRED SKILLS AND EXPERIENCE
- High school diploma or equivalent (required)
- Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered).
- Minimum of three (3) years of progressive leadership experience in a call center environment.
- Comprehensive and current knowledge of all health and pension benefit plans.
- Ability to lead operational change initiatives and inspire a culture of engagement and team success.
- Experience with advanced data analytics tools to support the creation of key benchmarking indicators, as well as the interpretation of data through dashboards to enable strategic decision making.
- Excellent interpersonal communication skills.
- Excellent organizational skills and ability to prioritize tasks, including ability to meet company service standard of one business day to respond to unusual inquiries or resolve problems.
- Solid working knowledge of the Microsoft Office Suite.
- Strong initiative, planning, and problem-solving skills, including an ability to focus on both details and results.
- Bilingual, written and oral (English and French), is considered an asset.
- Successful completion of a background check is required.

At Ellement, we believe in investing in our business and operating it as effectively as we can. One of the best ways we know is by hiring great people. We also know that by investing in our employees and encouraging ongoing education, upgrading, and training, we’re building an environment where staff feel supported, involved, and engaged. We offer a challenging, team-oriented work environment, competitive compensation, and benefits package, and ongoing support for your professional and personal growth.

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