Team Manager, Business Relations

Position Summary:
- The Team Manager, Business Relations provides proactive leadership in a fast-paced call center environment. The position requires the ability to lead the team in achieving key performance indicators while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a “lead by example” approach in hitting targets and holding themselves and their teams accountable for World Class performance. The position includes engagement in hiring, training, coaching, other administrative activities and requires effective interpersonal and oral/written communication skills. This individual develops and maintains systems and processes, supports direct reports through analysis and resolution to business customer inquiries and is a liaison between department and management. It is also critical that the Team Manager develops and maintains a positive work environment and culture.- Position Responsibilities:
Customer Experience-
- Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved.-
- Assists team in making sound judgment decisions in line with company policies in order to meet customer satisfaction.-
- Ensure customer service standards, service level agreements and production objectives are met through coaching, mentoring and the day-to-day development and recognition of assigned team members.-
- Assist the Manager, Customer Operations with employee performance management (i.e., attendance, and payroll administration, departmental goals and objectives, team performance, performance management including, investigations, discipline and recruitment and staff development) and liaise with Human Resources.-
- Be a champion of Ulysses Learning and ensure all team members are following recommendations based on the interaction flow, participate in calibrations.-
- Facilitate training and or departmental cross-training, share best practices and general communications to team. Identify training/coaching needs and requirements for Business support specialists.-
- Collaboration with other departments to ensure customer service questions received through channels other than our primary channels are addressed as needed.-
- Identify opportunities for improving inter-departmental workflows.-
- Review employee metrics to ensure call centre job standard objectives are achieved including but not limited to Quality, First Call Resolution, Customer Satisfaction, productivity per hour standards and call handling KPI’s.- Leadership/Coaching-
- Ensure company’s strict compliance with legislated plate denial dispute and appeal process, including relevant Highway 407 Act provisions and 407 ETR policies and procedures. Review team financial adjustments and ensure corporate policy is adhered. Responsible for the knowledge transfer of new and existing policy & procedures.-
- Prepare and analyze production reports such as coaching logs, monthly/quarterly reviews, call quality & training evaluations and ensure they are coached back in a timely manner.-
- Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed.-
- Responsible for maintaining oversight on all operational aspects of the team’s responsibilities and proactively addressing any concerns. This is inclusive of phone queues, digital queues, offline work and special project work.-
- Collaboration on ensuring the enhancement and maintenance of the scorecard for the team and their overall performance- Communicate regularly with team and management.
- Other-
- Lead and participate in key projects, presentations and initiatives that drive business priorities forward (eg. employee engagement, career development, performance, etc)-
- Attend regular leadership meetings, professional training, and seminars.-
- Other responsibilities may be assigned within the scope of this position- Qualifications:- Post-secondary education in related field or equivalent.-
- 3+ years supervisory experience preferably within a contact center environment.-
- Working knowledge of the Highway 407 Act and Regulations, the Highway Traffic Act, PIPEDA.-
- Excellent interpersonal skills with the ability to work with all levels internally and externally.-
- Effective ability to act and decide objectively and in a fair and unbiased manner.-
- Excellent communication skills (written and verbal), presentation and report writing skills.-
- Excellent problem solving, research and analytical skills.-
- Ability to effectively organize and multitask in a fast-paced, innovative and ever-changing environment.-
- Ability to deal with difficult and/or irate customers.-
- Strong ability to coach, motivate and recognize staff on their achievements.-
- Ability to identify training requirements or process improvements and make recommendations for development to- customer service management.-
- Demonstrated ability to collaborate, listen, i