Assistant Manager, Call Centre

3 weeks ago

Waterloo, Canada Ontario Teachers Insurance Plan (OTIP) Full time

Company Description
OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:
**Assistant Manager, Call Centre - Technical Team (Hybrid)**

Job Description*
What you will do: *

*
Leading senior staff members of both technical specialist team and resolution specialist team by providing leadership, coaching, feedback, and development to ensure key performance indicators, productivity and service level expectations are met to facilitate overall contact centre performance.
- Supporting the continual improvement process in partnership with the Management team and Operational Excellence. Builds, monitors and implements processes on the technical and resolution specialist teams to ensure the efficient operation of the team and to contribute to the continual improvement of the overall operations.
- Providing regular reports on trending contact drivers, and works with their team to develop, recommend and, where applicable, implement solutions to reduce contacts and improve member experience.
- Being responsible for leading Benefit Services Contact centre project representation for tactical projects. Assign key tech resources as required to working groups, testing teams for system releases and other internal initiatives as required.
- Serving as the department champion for escalation resolution by developing the de-escalation skills of the resolution specialist team, identifying, reporting on and developing solutions for trending escalations and directly supporting escalated members both directly and indirectly.

Qualifications*
What you will bring: *
- Three-year college diploma in business studies or an insurance industry designation.
- Lean six sigma green belt or black belt (or equivalent
- Three to five years of group insurance experience and one year of supervisory experience.
- High level knowledge of contact centre and customer service environments and related workflow.
- High level knowledge of insurance and risk principles and strong technical knowledge of insurance contracts, benefit provisions and related claims handling practices.
- Excellent written and oral communication skills (ability to communicate in French will be considered an asset).
- The demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- The demonstrated ability to provide outstanding service in an accurate and efficient manner.
- Superior time management and organizational skills to manage competing priorities, including project management skills.
- Ability to analyze and make recommendations based on data.
- Change management, training and/or project management experience preferred.

Additional Information*
What we offer: *
- Competitive salary and bonus structure
- Industry-leading employer-paid group benefits that start on your first day
- Defined benefit pension plan
- 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
- Flexible hybrid options
- Opportunities for advancement

**Condition of Employment**
- Final applicants will be required to successfully pass a background check.
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._
LI-Hybrid, #LI-Onsite

Location: 125 Northfield Drive West, Waterloo, ON

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