Manager, Contact Centre

4 weeks ago

Toronto, Canada Porter Airlines Inc. 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 managing change? Do you have great communication skills? Do you have Airline customer service experience?

Reporting to the Director, the Contact Centre Manager will lead and develop teams of Agents, Leads and Supervisors to ensure consistency in performance and service delivery across phone, chat and other virtual channels.

Duties & Responsibilities:

- **Ensure your entire team is delivering exceptional service while adhering to Porter’s service quality guidelines.**:

- ** Drive a performance culture, framework, and review processes to achieve service levels and improvements against set targets.**:

- ** Deliver performance feedback consistently throughout your department via scorecards, regular one-on-one discussions, coaching sessions, performance reviews, and goal setting.**:

- ** Demonstrate influential, people-oriented leadership and support.**:

- ** Provide input into the budget and capacity planning process.**:

- ** Lead, develop, and coach Supervisors, Leads, and Agents.**:

- ** Engage and support the development of your team to ensure better performance and succession planning.**:

- ** Collaborate with People & Culture to drive the recruitment and selection of Supervisors, Leads, and Agents.**:

- ** Maintain open and honest communication across all levels of the business to facilitate sharing and root cause analysis.**:

- ** Contribute to Continuous Improvement initiatives within the contact centre.**:

- ** Conduct regular one-on-one and Skip Level meetings to foster a culture of trust and communication.**:

- ** Identify problem areas and collaborate with trainers to effectively develop skills and knowledge across teams.**:

- ** Ensure effective and consistent communication throughout the team, encourage feedback, and incorporate customer insights to enhance the customer experience.**:

- ** Build and maintain effective internal and external stakeholder relationships.**:

- ** Instill best practices, processes, and systems to drive continuous improvement.**:

- ** Address employee and customer pain-points to prioritize first contact resolution.**:

- ** Collaborate with Business Analyst to develop and achieve effective resource plans.**:

- ** Continually review service and sales targets, SLA’s, and KPI’s to ensure expectations are met with optimum levels of quality and service delivery.**:

- ** Provide insightful commentary on daily contact centre performance.**:

- ** Balance performance across all channels through load leveling across various teams.**:

- ** Support employee recognition and reward performance.**:

- ** Conduct quality checks to ensure effective administration of training and communication.**:

- ** Remain current on all operational processes and procedures, including policy and tariff regulations.**:

- ** Serve as a key contact in deployment of emergency response.**:

- ** Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness.**:

- ** Identify and resolve people management issues as they arise.**:

- ** Approach problem-solving with a solutions-oriented, can-do mindset.**:

- ** Champion change management initiatives.**:

- ** Adhere strictly to Porter’s Code of Business Conduct.**:

- Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy.

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.**Exemplifying Integrity**: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.**Inspiring Others**: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in foll

  • Manager, Contact Centre

    1 month ago

    Toronto, Canada Alcohol and Gaming Commission of Ontario Full time

    The AGCO's Contact Centre is a fast pace, omni-channel, and high profile organization that is committed to service excellence. The Contact Centre requires a high performing, innovative, customer centric and experienced leader to fill the role of Manager, Contact Centre. Working within a changing work environment, you will lead a high performing,...

  • Manager, Contact Centre

    1 month 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...

  • Manager, Claim Contact Centre

    1 month ago

    Toronto, Canada Chubb INA Holdings Inc. Full time

    Job Requirements The Manager will build and oversee a high performing Contact Centre team with an emphasis on service excellence, severity control and employee satisfaction. The Manager will also analyze current processes to offer optimization and outsourcing recommendations to ensure all current Business needs are exceedingly met. **MAJOR RESPONSIBILITIES...

  • Contact Centre Bsa

    5 days ago

    Toronto, Canada CAPCO Full time

    **Contact Centre BSA** **About Capco** **Let’s Talk About You** You want to Own Your Career. You’re serious about rising as far and as fast as your work and achievements can take you. And you’re ready to write the next chapter of your career story: a challenging and rewarding role as a Capco Contact Centre BSA. **Let’s Get Down To...

  • Contact Centre Bsa

    5 days ago

    Toronto, Canada Capco Full time

    **Contact Centre BSA** **About Capco** **Let's Talk About You** You want to Own Your Career. You're serious about rising as far and as fast as your work and achievements can take you. And you're ready to write the next chapter of your career story: a challenging and rewarding role as a Capco Contact Centre BSA. **Let's Get Down To Business** Banks,...

  • Contact Centre Specialist

    1 month ago

    Toronto, Canada Workplace Safety and Insurance Board Full time

    The Contact Centre Specialist will be responsible for executing the activities and tasks for change/project requests for the contact centre products and solutions. The Contact Centre Specialist will execute project activities and tasks following standard project methodology, ensuring all project activities are completed on time and within scope, including...

  • Knowledge Management Specialist, Contact Centre

    1 month ago

    Toronto, Canada Alcohol and Gaming Commission of Ontario Full time

    The Alcohol and Gaming Commission of Ontario (AGCO) is responsible for regulating the alcohol, gaming, horse racing and private cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest. The Service Strategy and Experience Branch requires an experienced **Knowledge Management Specialist** to...

  • Manager, Contact Centre and Service Standards

    1 month ago

    Toronto, Canada George Brown College Full time

    **CLOSING**:Open until filled. *** **Land**_ _**Acknowledgement** - George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other._ **Equity...

  • Team Supervisor, Contact Centre

    1 month ago

    Toronto, Canada Alcohol and Gaming Commission of Ontario Full time

    The **Alcohol and Gaming Commission of Ontario (AGCO)** is a regulatory agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, gaming, horseracing, and private cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest. The AGCO's...

  • Team Supervisor, Contact Centre

    1 month ago

    Toronto, Canada AGCO Full time

    **Position Title**: Team Supervisor, Contact Centre **Term**: 2 Permanent, Full-Time **Division/Branch**: Communications and Service Experience Division / Service Strategy and Experience Branch **Application Deadline**: November 23, 2023 **Level**: Level 9 **Salary Range**: Min: $71,499 to Max: $89,375 **Work Location**: Head Office, Toronto, ON;...

  • Contact Centre Agent

    1 month 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...

  • Contact Centre Service Agent

    1 month 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...

  • Contact Centre Service Agent

    1 week 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...

  • Contact Centre BA

    7 days ago

    Toronto, Canada Scotiabank Full time

    As the CCaaS Business Analyst, you will contribute to the overall success of the CCaaS Team by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. You will also ensure all activities conducted are in compliance with governing regulations, internal policies and...

  • Contact Centre BA

    4 days ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 200134 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. As the CCaaS Business Analyst, you will contribute to the overall success of the CCaaS Team by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and...

  • Contact Centre BA

    2 days ago

    Toronto, Canada Scotiabank Full time

    Requisition ID: 200134Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. As the CCaaS Business Analyst, you will contribute to the overall success of the CCaaS Team by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team's business strategies and objectives....

  • Contact Centre BA

    7 days ago

    Toronto, Canada Scotiabank Full time

       Requisition ID: 200134Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. As the CCaaS Business Analyst, you will contribute to the overall success of the CCaaS Team by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and...

  • Contact Centre Associate

    4 weeks ago

    Toronto, Canada YMCA of Greater Toronto Full time

    Hourly Rate: $17.12- Check out the YMCA’s total compensation package! Location: Contact Centre - 90 Eglinton Avenue East Toronto Work Hours: 20-30 hours/week Employment Type: Part Time Hourly Contract-6 months Number of Vacancies: 3 Anticipated Start Date: June 3, 2024 Deadline to Apply: April 19, 2024 at 5 pm **Be the Spark!** Join our passionate...

  • Contact Centre Service Representative

    4 weeks ago

    Toronto, Canada York University Full time

    **Purpose**: The University Services Centre (USC) plays a critical role in ensuring York University's commitment to Service Excellence. The USC brings together talent and expertise from across administration functions internal and external to York, into one customer-focused service delivery entity. The USC focuses on developing and delivering services to...

  • Senior Telecommunications

    7 days ago

    Toronto, Canada Scotiabank Full time

    Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s...