Call Center Manager

1 week ago

Toronto, Canada Peoples Card Services Full time

**About us**:
Peoples Group is a boutique Financial Institution with offices located in Vancouver, Calgary, Toronto and Montreal that has been in the Canadian marketplace for over 30 years. Our mission is to exceed our customers' expectations by providing exceptional customer service backed by extensive product knowledge and experience.

Our culture here at Peoples Group is formed by our values; Strength-Based, Relationship Focused and Passionate Execution. We believe people don't choose a company to work for, they choose a company to _join_. We also believe that people come first and each day we strive to be willing, trustworthy and creative.

**About you**:
You are call center manager extraordinaire with a strong track record in in incoming call environments. You’re looking for your next role where you can help shape the call center environment roadmap. You’re keen to help develop and implement critical call center strategies such as scorecards, QA monitoring, KPIs and frontline technology. You have a passion for client excellence and will be leading the uncovering of opportunities to building a client centric culture. You are a forward-thinker who can comfortably interpret quantitative and qualitative data and roll up your sleeves to manage day-to-day services to clients and partners.

**About you / qualifications**:

- Minimum 3-5 years experience managing Call Centre teams
- Experience within prepaid/credit card industry is considered an asset
- You have an understanding of key Call Centre strategies such as Scorecards, Call Monitoring, identifying, and managing KPIs
- Post secondary education in a relevant field is considered an asset
- Ability to put structure within an ambiguous environment and approach problems in a systematic manner
- Excellent customer relationship skills and business acumen
- Experience managing and coaching teams to develop talent

**About the day-to-day**:

- Strong understanding of the issuing transaction processes internal/external platform setups and day-to-day operational functioning.
- Supervise, coach and mentor a team of Client Services Specialists and Complaints Support in a call centre environment, ensuring service levels are achieved
- Plan and manage staff schedules to meet program service level agreement obligations.
- Act as Duty Manager both during business hours and some off-shift hours, including weekends, as needed
- Escalate and participate in production incidents to ensure closure within SLA and inform clients of resolution
- Ensure timely communication to management and customer base of system outages and changes to their accounts
- Monitor service levels, set targets, and act as required
- Assist in documenting best practices for new clients in an always changing cards and payments landscape
- Investigate major client experience issues, escalate and/ recommend solutions
- Focus on process improvements to lower operational, reputational, and proprietary risks

**_ NOTE:_**_ Please accept our utmost appreciation for your interest; however only those applicants under consideration will be contacted. Peoples Group is an Equal Employment Opportunity employer._

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