Manager, Contact Centre

Found in: Talent CA C2 - 1 week ago

Toronto, Canada Porter Airlines Full time

Job Summary

Are you able to expertly manage a customer-focused contact centre, offering service across multiple channels while maintaining amazing employee engagement? Do you have an unwavering positive attitude? Are you familiar with how to manage a virtual customer service team? Do you know how to influence without direct authority? Are you effective at managing change? Do you have great communication skills? Do you have Airline customer service experience? Reporting to the Director, the Contact Centre Manager will lead and develop teams of Agents, Leads and Supervisors to ensure consistency in performance and service delivery across phone, chat and other virtual channels. Duties & Responsibilities Ensure your entire team is delivering exceptional service while adhering to Porter’s service quality guidelines. Drive a performance culture, framework, and review processes to achieve service levels and improvements against set targets. Deliver performance feedback consistently throughout your department via scorecards, regular one-on-one discussions, coaching sessions, performance reviews, and goal setting. Demonstrate influential, people-oriented leadership and support. Provide input into the budget and capacity planning process. Lead, develop, and coach Supervisors, Leads, and Agents. Engage and support the development of your team to ensure better performance and succession planning. Collaborate with People & Culture to drive the recruitment and selection of Supervisors, Leads, and Agents. Maintain open and honest communication across all levels of the business to facilitate sharing and root cause analysis. Contribute to Continuous Improvement initiatives within the contact centre. Conduct regular one-on-one and Skip Level meetings to foster a culture of trust and communication. Identify problem areas and collaborate with trainers to effectively develop skills and knowledge across teams. Ensure effective and consistent communication throughout the team, encourage feedback, and incorporate customer insights to enhance the customer experience. Build and maintain effective internal and external stakeholder relationships. Instill best practices, processes, and systems to drive continuous improvement. Address employee and customer pain-points to prioritize first contact resolution. Collaborate with Business Analyst to develop and achieve effective resource plans. Continually review service and sales targets, SLA’s, and KPI’s to ensure expectations are met with optimum levels of quality and service delivery. Provide insightful commentary on daily contact centre performance. Balance performance across all channels through load leveling across various teams. Support employee recognition and reward performance. Conduct quality checks to ensure effective administration of training and communication. Remain current on all operational processes and procedures, including policy and tariff regulations. Serve as a key contact in deployment of emergency response. Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness. Identify and resolve people management issues as they arise. Approach problem-solving with a solutions-oriented, can-do mindset. Champion change management initiatives. Adhere strictly to Porter’s Code of Business Conduct. Active participation in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operation; understand comply and promote the Company Safety Policy. Behavioural Competencies Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others. Teamwork: Working collaboratively with others to achieve organizational goals. Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers). Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards. Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community. Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers. People Leadership: Assuming a leadership role in helping others achieve excellent results. Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond. Qualifications Able to develop and nurture improved performance across sales and service. Experience leading employee engagement in a remote virtual work environment Excellent communication, engagement and development of people skills. Proficient in all Google Office products including Gmail. Positive customer-focused attitude, excellent organizational skills and attention to detail Strong written and verbal communication skills and grammatical accuracy is a must Superior relationship management practices with internal and external customers Proven experience of managing a contact centre and first line managers. Experience with phone, chat, social media and email servicing.

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