Contact Centre Manager

1 month ago

Toronto, Ontario, Canada Bwalk Full time
About the Role

We are seeking a highly skilled and experienced Contact Centre Manager to join our team. As a key member of our organization, you will be responsible for leading and overseeing the Contact Centre, ensuring exceptional customer service and driving business growth.

Key Responsibilities
  • Provide leadership, development, and coaching to Contact Centre Team Leaders and Representatives
  • Contribute to the design and implementation of change programs and projects that impact the Contact Centre
  • Track and analyze KPIs and associated reports to drive continuous improvement
  • Actively engage in supporting team development, performance enhancement, and succession planning
  • Maintain the Contact Centre Knowledge Base with the assistance of the Contact Centre Team Leader
  • Conduct regular check-in sessions with Contact Centre Representatives
  • Ensure effective and consistent communication throughout the team
  • Encourage feedback to enhance the overall Contact Centre experience
  • Build strong, effective, and resident-centric relationships with fellow site-based Associates
  • Positively contribute to and drive Boardwalk's public reputation through interactions
  • As a remote Associate, ensure dedicated working hours and a quiet workspace free from interruptions
  • Ensure equipment is always operational and seek support when necessary
Requirements
  • Experience in managing Contact Centre operations
  • Familiarity with computers, telephone, email, chat etiquette, and Office 365 environment
  • Familiarity with CRM systems and practices, AI, and Virtual Assistant flows and management
  • Ability to quickly adapt to new technology and an ever-changing rental market
  • A strong and reliable internet connection is required
Skills and Qualities
  • Strong written, phone, and verbal communication skills, along with active listening skills in English and French
  • Customer-centric mindset and adaptability to different personality types
  • Ability to multi-task, set priorities, and manage time effectively
  • Drive and determination to maintain and achieve monthly KPIs
  • Must be analytical, able to analyze various options, and take appropriate action
  • Capacity to lead team members, understand and manage emotions, and build positive relationships
  • Must be able to work well within a team virtual environment and independently
  • Possess a quiet, uninterrupted workspace free from background noises and distractions
About Boardwalk

Boardwalk is a leading provider of quality rental communities in Canada. We are committed to attracting and retaining a diverse team that honours and celebrates individual experiences, perspectives, and unique identities. Our communities strive to create and maintain inclusive, equitable, and welcoming working and learning environments.

We believe every Associate enriches our diversity by exposing us to a broad range of values, customs, and experiences. We are committed to creating meaningful experiences for our Resident Members and Associates alike.

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