Manager, Contact Centre Operations

Emplacement: 500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9 Lorsque vous embauchez des gens formidables, de grandes choses peuvent arriver. PC Financial offre une valeur sans précédent aux Canadiens grâce à des produits de paiement. Nous sommes un type de banque différent avec un type d’équipe différent. Nous sommes collaboratifs et solidaires et avons la liberté et la responsabilité de prospérer. Notre objectif est de rendre le quotidien simple et meilleur pour nos clients, et nous nous efforçons de faire en sorte que chaque dollar vaille plus. Fièrement au service de plus de 3 millions de clients, PC Financial continue de croître en offrant des solutions et des services de paiement qui récompensent nos clients chaque jour. En tant que filiale de Loblaws Company Inc., nous partageons les valeurs FONDAMENTALES que sont le soin, l'appropriation, le respect et l'excellence. Nous nous engageons à aider les Canadiens à bien vivre leur vie. Rejoignez-nous dans notre voyage. In the Customer Support Centre of Excellence (CoE), we aim to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers an effortless experience in the moments that matter. We leverage technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value. We are nimble, agile and collaborative solving complex problems at pace. We run as one team, value diversity and dig deep to always know more. Key Responsibilities - Managing complex internal/vendor/partner changes with an emphasis on process improvements, minimizing production, financial and reputational impact for the organization. - Review of reporting metrics for all service tier levels to make suggestions and recommendations for customer experience and process improvements are discussed - Providing direction and expertise for planning critical changes across multiple environments and platforms - Leading the weekly forum for customer support teams to voice their feedback/concerns and identify if the project/initiative impacts them - Proactively identify opportunities for process improvements in the contact centre to reduce handle time and improve the customer experience - Managing the overall timeline of the change management components, identifying cross-functional dependencies, key milestones, and critical paths, and ensuring that the overall schedule remains aligned with business objectives - Ensure stakeholders are aware of up-coming campaigns and initiatives that are relevant to them - Conducting comprehensive risk assessments and ensuring the change management process mitigates risk, fulfills business objectives, and aligns with business strategies. - Design processes that deliver high quality customer service - Assist in the delivery of reporting and line of business results analysis for Senior Management - Ensure business& customer related issues are resolved in a timely manner **Qualifications**: - Minimum 5-7 years related experience - Experience with contact centre operations is preferred and experience within a financial institution is a bonus - Experience dealing with external vendors, managing communications and facilitating meetings/conference calls - Problem solving mentality with an ability to identify, diagnose and quickly mediate problems and issues that arise in projects, teams and activities - Problem solving, initiative and Attention to detail are key skills in this role - Project management experience is a bonus - Ability to influence the Leadership team with data led insights - Strong organizational skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders - Strong communications skills and ability to influence and engage cross-functional teams - An excellent focus and understanding of key business results, their impact and ensuring the delivery of those results. - Ability to work on multiple projects concurrently within a rapidly changing environment - Strong computer proficiency with Microsoft Office tools (Word, Excel & PowerPoint) Familiar with Salesforce (Service/Financial Service Cloud) and banking platforms. COVID-19 is a serious condition and has had a devastating impact on Canadians and others across the globe. As a leading Health and Wellness provider for millions of Canadians, our goal is to help all Canadians "Live Life Well". In support of this goal, we have adopted a COVID-19 Vaccination Policy to protect the health and well-being of our employees as we continue our phased approach of office reopening. Employees will be required either to be fully vaccinated or undergo regular COVID-19 Rapid Antigen Screening in order to access the workplace. Nombre d'ouvertures: 1 De plus, nous croyons que le respect des lois signifie faire ce qu'il faut. Le respect de la loi fait partie de notre code de conduite - il renforce ce que nos