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Contact Centre Manager
2 months ago
Boardwalk is 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 play a crucial role in ensuring exceptional customer satisfaction and driving business growth.
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 key performance indicators (KPIs) and associated reports to drive continuous improvement
- Actively engage in supporting team development, performance enhancement, and succession planning through training, performance reviews, corrective action, and growth and development plans
- 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
- Experience in managing Contact Centre operations
- Familiarity with computers, telephone, email, and 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
- 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
We are committed to attracting and retaining a diverse team that honours and celebrates your experiences, perspectives, and unique identity. Together, our communities strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
