Contact Centre Manager

1 month ago

Toronto, Ontario, Canada Bwalk Full time
Job Title: Contact Centre Manager

We are seeking a highly skilled and experienced Contact Centre Manager to lead our team of Customer Service Representatives and Team Leaders. As a key member of our organization, you will be responsible for providing leadership, development, and coaching to our team, while ensuring exceptional customer satisfaction.

Responsibilities:
  • Provide leadership and guidance to the Contact Centre Team Leader and Representatives
  • Contribute to the design and implementation of change programs and projects that impact the Contact Centre
  • Track and analyze key performance indicators (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 the 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 our fellow site-based Associates
  • Positively contribute to and drive Boardwalk's public reputation through interactions
  • As a remote Associate, ensure your working hours are dedicated to your role and responsibilities by maintaining a quiet space free from interruption during working hours
  • Ensure your equipment is always operational and seek support when it is not working properly
Requirements:
  • Experience in managing Contact Centre operations
  • Familiarity with computers, telephone, email, chat etiquette
  • Familiarity with Office 365 environment
  • Familiarity with CRM systems and practices
  • Familiarity with 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 (to be determined upon hiring) - no public internet connections
Skills:
  • 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 as set by the Contact Centre Director
  • Must be analytical - able to analyze various options and take appropriate action
  • Capacity to lead team members
  • Understanding and managing emotions, both your own and those of team members
  • Building positive relationships and resolving conflicts effectively
  • Must be able to work well within a team virtual environment as well as independently
  • Possess a quiet, uninterrupted workspace free from background noises and distractions
  • Understand that leadership is service and requires a profound awareness of respect and humility

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