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Contact Center Manager
4 weeks ago
Working Conditions:
- The role operates in a fast-paced contact center environment and may require occasional evening or weekend availability.
- Travel will be required for training, conferences, or regional support.
- Ability to conduct presentations.
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
Qualifications
Education & Experience:
- Bachelor's degree in business administration, customer service management, or a related field.
- 5+ years of experience in contact center operations, including 3+ years in a leadership role.
- Proven track record of managing teams and driving performance improvements.
- Experience implementing and managing automation solutions in a contact center environment.
Skills & Competencies:
- Strong leadership and interpersonal skills with the ability to inspire and develop teams.
- Excellent communication and presentation skills, both verbal and written.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Problem-solving and conflict-resolution skills.
- Proficiency in contact center tools, CRM platforms, and automation technologies.
Preferred Qualifications:
- Experience leading digital transformation initiatives.
- Knowledge of CAA's services and membership programs is an asset.
- Project management certification or experience is a plus.
Responsibilities
Leadership & Team Management:
- Lead, mentor, and support a team of supervisors and member service representatives to achieve operational goals and maintain a high standard of member satisfaction.
- Foster a positive, inclusive, and high-performing work environment.
- Develop and execute training programs to enhance employee skills and career development.
- Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.
- Ensure compliance with Health & Safety practices and policies. Complete safety incident reports, support incident investigations, and provide recommendations to Safety team to minimize risks.
Operational Oversight:
- Oversee the day-to-day operations of the contact center, ensuring adherence to service level standards and performance targets.
- Monitor and manage contact center KPIs, including average handle time, first call resolution, abandonment rate, and member satisfaction scores.
- Analyze call volume patterns and optimize scheduling, staffing, and resource allocation.
- Develop and implement strategies to address peak demand and ensure seamless service delivery.
Automation & Technology Integration:
- Drive the adoption and integration of automation technologies, including IVR (Interactive Voice Response), chatbots, and AI-powered solutions, to improve efficiency and enhance the member experience.
- Identify and implement opportunities to streamline workflows through technology and reduce manual processes.
- Collaborate with IT and vendors to ensure successful deployment and ongoing maintenance of automation tools.
- Measure and report the impact of automation initiatives on service levels and operational costs.
Process Improvement & Strategic Initiatives:
- Identify and implement opportunities to enhance processes, workflows, and systems to improve efficiency and member experience.
- Collaborate with other departments, such as IT, Marketing, and Member Services, to align initiatives with organizational goals.
- Lead projects focused on continuous improvement and innovation in service delivery.
Member Service Excellence:
- Promote a member-first culture by ensuring all interactions reflect CAA Atlantic's values and commitment to quality.
- Resolve escalated member concerns and ensure issues are handled promptly and effectively.
- Implement quality assurance programs to monitor and improve service delivery across all channels.
Reporting & Analytics:
- Provide regular reporting on contact center performance, trends, and areas for improvement to senior management.
- Use data-driven insights to recommend and implement solutions to enhance service delivery and operational efficiency.
- Track and report on key metrics, ensuring transparency and accountability.
Budget Management:
- Develop and manage the contact center budget, ensuring cost-effective operations while maintaining service quality.
- Identify opportunities for cost savings without compromising member satisfaction.
Additional Information
Find out more about life at CAA Atlantic by watching this short video on YouTube: Hidden Gems: Working at CAA Atlantic
To learn more about the CAA Atlantic employee experience visit our Careers Pages:
- Careers- Work With Us
- Careers - Employee Benefits
- Careers- Team Member Stories
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