Contact Centre Manager

5 months ago

Guelph, Canada Well.ca Inc Full time

Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members?

**This in a 1-year contract.**

**The role work Monday-Friday, 9am-5pm with additional hours as required.**

**Responsibilities**:

- Provides supervision and leadership to a Contact Centre Department of 5-15+
- Responsible for enforcing established targets and metrics for Contact Centre team (daily/weekly/monthly/yearly)
- Enforcing and adherence to established department labour budget, as determined by Director of Customer Care
- Responsible for creating, managing and maintaining training documents and SOPs for Be Well and Retail Solutions Contact Centre
- Responsible for consolidating and presenting team metrics to Director of Customer Care (Well.ca), broader Stakeholders, and Project Teams within McKesson Canada, as required
- Responsible for enforcing Company KPI’s and metrics
- Responsible for overseeing team members, and ensuring they are adhering to and enforcing daily metrics and goals
- Oversee all facets of daily/weekly schedule, including (but not limited to) attendance, sick calls
- Responsible for the recruitment, selection, on-boarding and training of new team members
- Acting in escalated situations, where needed
- Use Be Well’s multiple software platforms to communicate with Consumer-Patient regarding their issues.
- Drafting and overseeing departmental/interdepartmental processes
- Identifies, investigates and takes steps to resolve system errors/problems which are causing barriers to team success
- Liaising with appropriate internal teams, attending project team calls, and collaborating on company-wide initiatives
- Front-line customer service, as required
- Other tasks, as required

**Problem Management**:

- Ability to take and diffuse escalated contact (both internal and external) in a calm and unbiased manner
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve issues

**Performance Criteria**:

- Reports directly to the Director of Customer Care
- Provides confident leadership to team members
- Oversees adherence to departmental metrics which drive the overall business
- Ensures Contact Centre teams are performing in alignment with company KPI’s
- Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but every department within Be Well
- Ability to work with mínimal direction
- Excellent ability to multitask and move effortlessly from task to task as required

**Qualifications**
- High school diploma required
- 2-4 years’ experience in a similar role
- Exceptional written and oral communication skills
- Demonstrated leadership skills
- Strong technical skills
- Ability to defuse tense or difficult situations
- Adapts easily to change
- Ability to learn quickly and take initiative
- Outstanding multitasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Moderate to advanced knowledge of Microsoft suite/Microsoft 365 (Excel, Word, Powerpoint, Teams)

**Assets**:

- Fluency in multiple languages
- Experience working with Salesforce Service Cloud, Jira (Atlassian)
- Experience is project management.
- Post-secondary diploma/degree

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