Manager, Contact Centre

3 weeks 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, customer-facing team drawing on your exceptional leadership, coaching capabilities, and commitment to service excellence.

This includes:

- Implement contact centre operational strategies in line with broader organizational objectives and industry best practices. Identify gaps in capacity, develop and execute implementation plans, equip staff with requisite knowledge and skills, and identify and manage issues and risks associated with implementation of changes/new initiatives.
- Manage operational initiatives/projects within the unit, per established corporate, divisional and service improvement plans. Implement, monitor and manage unit objectives, priorities, work plans and deadlines.
- Nurture and develop strong service culture within branch, including putting customer at centre of service delivery. Implement strategies to strengthen service orientation competencies across all Contact Centre staff.
- Oversee Front & Back office workstreams and directly support two Team Supervisor direct reports.
- Monitor and manage service gaps/issues, including impacts of service delivery and customer experience.
- Timely and quality resolution of operational issues (people, process, technology, customers). Actively monitor and flag risks to senior management related to Contact Centre operations. Provide options to manage risks and resolve issues.
- Develop, implement and routinely update operational policies and procedures, and ensure agents are trained/coached appropriately, including refresher training as required.
- Manage optimal functioning of contact centre systems in coordination with the Operational Systems Administrator including user and agent interfaces; develop and execute user acceptance test plans; work with vendors and partners in the planning and controlling of system implementations, upgrades, and patches.
- Knowledge Management - ensure systems and processes are in place to support the transfer and maintenance of information to agents they need to carry out their duties in the provision of up-to-date and accurate information to customers. Identify gaps in information, and work with partners and senior management to addresses issues and gaps in knowledge and supports.
- Manage unit objectives and adherence to service and performance standards.
- Track department results and prepare performance reporting analysis on all KPI goals.
- Monitor system and agent performance; identify and resolve problems; prepare and complete action plans; complete system audits and analysis; manage system and process improvement and quality assurance programs; install upgrades and maintenance.
- Employ tactful continuous improvement philosophies for problem solving and service recovery issues.
- Fostering change management and team building practices to help influence positive team engagement.
- Ensure quality-monitoring coaching program is established and implemented by Team Supervisors with agents. Equip Team Supervisors with tools and competencies required to perform quality and coaching conversations and related activities with Agents. Leverage agent-monitoring methods/technology to support Team Supervisors and agents in the delivery of, and improvement to service delivery.
- Manage development and maintenance of training programs for unit. Identify individual and team learning needs, including areas for skill development, knowledge acquisition in line with Contact Centre industry best practices, and AGCO workforce goals and objectives.
- Ensure team is trained on all aspects of customer service competencies and delivery including maintaining their knowledge of agency policies, directives and regulations, ensuring they are trained to a high level of competency, while continuing to maximize first point of contact resolution.

**How do I qualify?**:

- Minimum 3-5 years of Management/Leadership experience in a Contact Centre environment, leading and managing a large team of Customer Service professionals within a high profile, high volume and customer-centric inbound and outbound service organization.
- Experience in managing/leading a diverse, high performing team in a hybrid work environment, as well as motivating and inspiring them to achieve desired results and strategic objectives.
- Previous hands-on experience using Salesforce, Amazon Web Services, and any other related contact center software would be a definite asset.
- Knowledge of Microsoft Office Suite including MS Visio, Salesforce, Amazon Connect and call center technology.
- A commitment to building a culture around diversity, inclusion, accountability and trust.
- Knowledge of Contact Centre technology, fundamenta

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