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Client Care Centre Manager

2 months ago

Kitchener, Ontario, Canada Equitable CA Full time
About the Role

We are seeking a highly skilled and experienced Client Care Centre Manager to lead our team in delivering exceptional client experiences. As a key member of our Individual Operations Management department, you will be responsible for leading a team of Client Care Representatives (CCRs) in providing superior service to our individual insurance clients and advisors.

Key Responsibilities
  • Provide leadership and direction to a team of Client Care Representatives (CCRs)
  • Be a role model and trusted resource in providing guidance, understanding, clarification, and instruction for your team
  • Facilitate team development processes by exploring future career plans with CCRs, recommending and supporting appropriate training opportunities, and special projects that help foster development, all with a focus on employee retention and engagement
  • Real-time mentoring and coaching to ensure Client Care Representatives are providing a superior client experience
  • Evaluate individual performance, identifying unique strengths and opportunities to improve each CCR's performance, helping them to achieve their individual and team goals
  • Ownership of your team budget, including identifying resourcing needs to proactively address business growth and management of staff attrition
  • Recruiting and onboarding new team members in close partnership with HR and Training teams
  • Passion for problem-solving and implementing continuous process improvements
  • Participate in product development, system strategy, and implementation of key projects
  • In partnership with shared service Work Force Analysts, monitor incoming CCC demand to ensure objectives are met and shift resources if necessary
  • In partnership with the shared service Training and Development Leader, ensure engaging and effective training programs are delivered to team members
  • Strong relationship with Distribution teams to gain input on what is most important to our clients and advisors and to work through any Service Recovery needs
Requirements
  • Post-secondary education or equivalent combination of education and work experience
  • Proven successful management of a team in a client care/contact centre environment
  • Knowledge of client care/contact centre capacity management processes
  • Superior interpersonal skills to manage relationships with internal and external clients
  • Organization, communication, analytical, interpersonal, motivational, and management skills are essential
  • Listening and persuasion skills along with attention to detail and memory skills
  • The ability to build strong relationships and foster teamwork and collaboration
  • Excellent analysis, negotiation, problem-solving, and decision-making skills
  • Superior knowledge of workflows and process improvement
  • Good understanding of budget and budget management
  • Excellent leadership, mentoring, and coaching abilities
What We Offer
  • A healthy work-life balance with employee wellness top of mind
  • Annual bonus program, annual 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
  • An onsite, full-service cafeteria with a variety of daily options
  • Discounts on company products and services, and access to exclusive employee perks
  • Regular EQ Together events focused on company togetherness and collaboration