Manager, Group Customer Contact Centre
4 days ago
At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.
**Reports to**: Director, Group Health and Dental Claims
**Department**: Group
**Term**: Full-time, Permanent
**Work Arrangements**: This role is based in office in Waterloo, ON. You will be required to come into the office on a rotational basis. The hours of work are also on rotation.
**Hours of Work**: The shift for this role is 8:00 AM to 4:00 PM and 11:00 AM to 7:00 pm on a rotating basis.
At Equitable Life, we’re committed to delivering a service experience that our clients rave about If you have a passion for customer service along with experience leading a high performing team, you’d be a great fit to lead our Group Customer Contact Centre.
Leading our team of Customer Care Representatives is an opportunity to make a big impact. You’ll work closely with our Group Benefits leadership team to deliver market differentiated service by providing our clients with consistently fast, accurate and empathetic experiences. If you take pride in putting clients first, have management experience in group benefits, are great at using metrics in decision making - take the next step in your career today.
The Manager, Group Customer Contact Centre is accountable for the day-to-day operation of the centre. You’ll work in partnership with a peer manager to provide direction, support and motivation for staff members to ensure that service standards are met, and client expectations are exceeded. You will work with the team on identifying and implementing continuous improvement ideas within the contact centre and you will also represent the department in strategic projects that impact the Group line of business.
We’ve been awarded Waterloo Region’s Top Employer for 15 years and counting This is an excellent opportunity to see why we have continuously been selected as an exceptional workplace in the community.
**What you'll do**:
- Provide leadership and direction to team members within the Group Customer Contact Centre, building on our culture of service excellence.
- Conduct regular coaching sessions with staff, review and manage performance, and actively lead and facilitate team engagement activities.
- Monitor the training of new and existing staff to ensure they have the knowledge, skills and confidence to provide outstanding service
- Resolve complex issues, define solutions, communicate timelines and handle/diffuse escalated situations.
- Recruit high quality team members, support their skills development and career progression. You’ll reinforce and focus on positives, provide clarity of values, build rapport, strengthen relationships within our work group and business unit, and focus on teamwork while celebrating key successes/milestones.
- Ensure timely reporting of daily, weekly and monthly performance metrics to staff and management.
- Manage and support cross departmental projects, focusing on increased efficiency and effectiveness that contribute to departmental, divisional and corporate goals
**What you'll need**:
- A positive attitude and an ability to thrive in a fast paced, dynamic organization
- Post-secondary education or equivalent combination of education and work experience
- At least 3+ years relevant experience in group insurance, procedures and group contracts with specific focus on Group Health & Dental
- A proven track record of leading a team in a call centre environment with an in depth understanding of call centre performance management and metrics
- Listening and persuasion skills along with attention to detail
- The ability to build strong relationships and foster teamwork and collaboration
- Strong people management abilities, skilled in mentoring and coaching staff in a highly demanding, fast paced environment
- Strong analytical ability, to interpret operational data to get insights and make decisions
- Strong organization, communication, analytical, prioritization and interpersonal skills
- Familiarity with workforce management principles would be an asset
**What’s in it for you**:
- Hybrid work arrangements available for most roles
- A healthy work-life balance with employee wellness top of mind
- Annual bonus program, generous vacation allowance, and company-paid benefits program
- An additional paid volunteer day each year so you can spend time giving back to the community
- Immediate enrollment in the company’s pension program with employer matching
- Employee resource groups that support an inclusive work environment
- Tuition support and specialized program assistance
- A company subsidized cafeteria with a variety of daily options
- Discounts on company products and services, an
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