Call Center Operations Manager

2 days ago

Toronto, Ontario, Canada The Portfolio Group Full time
{"Job Overview": "As a key member of The Portfolio Group's team, you will be responsible for overseeing the day-to-day operational management of our contact center. Your primary goal will be to ensure that our advisors meet key performance indicators (KPIs) and quality standards while maintaining a high standard of service for our clients.

In this role, you will be expected to coach, inspire, and motivate your team to achieve their best potential and performance. You will also be responsible for identifying training needs, themes, and trends, as well as areas for improvement and communicating these across the department.

Key Responsibilities:

* Drive the coaching initiative within the department to ensure advisors receive the necessary coaching and support to achieve continuous improvement in quality
* Build and maintain an effective, cohesive, and motivated service function, providing leadership and support to team members, colleagues, and peers
* Identify training needs, themes, and trends, as well as areas for improvement and communicate these across the department
* Develop and implement a strategy to ensure strong technical knowledge across the department with high-quality service provided, incorporating best practice and fresh thinking to support employee and client retention
* Proactively collaborate with management to design, develop, and implement a portfolio of development strategies and initiatives to support business needs
* Undertake training with new and existing members of the team as identified through coaching, QA audits, and in line with our learning and development framework
* Promote awareness of additional services within The Portfolio Group and drive referrals within the department
* Effectively manage all advisor workloads, in line with departmental requirements, to ensure we efficiently respond to client queries
* Monitor and review advisors' overall performance activity on a daily basis, providing detailed periodical reports as required
* Prepare departmental reports as required
* Coordinate the preparation of weekly rotas (including overtime/out of hours) to ensure the contact center service is effectively covered 24/7
* Assist and lead in any recruitment and interviews for the department, ensuring staffing levels are maintained, and staff attrition is reduced
* Deal with client complaints and any service issues in a timely manner, ensuring a satisfactory conclusion is reached on all occasions
* Promote awareness of additional service offerings and drive referrals within the department
* Conduct, where necessary, any formal performance meetings such as disciplinary as necessary to provide the relevant outcomes in line with the Employee Handbook

What You Bring to the Team:

* A passion for coaching and developing others
* Excellent contact center operations and people management experience
* Strong contact center KPIs, reporting, and performance metrics and analytics experience
* A 'can-do' attitude with the ability to support, drive, and motivate your team to achieve their best potential and performance overall
* Strong organization and time management skills
* Excellent people management skills
* Ability to work in a fast-paced contact center environment
* A dynamic and flexible approach, as well as the ability to work under pressure
* Excellent communication and interpersonal skills
* Excellent customer service skills and complaint resolution skills
* Ability to provide constructive feedback where required
* Capability to work under pressure with a solutions-based approach
* Contribution to business growth and service improvements

If you are a motivated and experienced contact center professional looking to take your career to the next level, please submit your resume for consideration."}

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