Job Responsibilities

  • Manages segments of the operations of an inbound and/or outbound Customer Contact Centre related to customer service, collections, problem resolution, fraud detection/investigation and/or product promotion/sales.
  • Through effective leadership of Team Managers and other leadership personnel, manages operations to ensure contractual quality and service level standards are maintained while ensuring optimum profitability.
  • This position also serves as a liaison between management information, workforce planning, quality, learning and development, team managers and associates ensuring effective communication, recognition, and team development within the operation.
  • Interfaces directly with the client to resolve issues, manage focus groups and attend service reviews.
  • Ensures all compliance and regulatory requirements are met.

Scope of Job

  • Experience with complex communication network is required.
  • Regularly uses various computerised systems for tracking performance and gathering, and/or troubleshooting as needed.
  • Requires extensive exempt level coaching/developing skills and knowledge of company, products, and/or services.
  • Financial services experience is preferred but not essential.

Autonomy

  • Performs work that is varied and that may be complex.
  • Involves a high level of responsibility.
  • Expectation is that regular job tasks are performed with little direction/supervision.
  • Strategic thinking and planning as well as high level evaluation, originality or ingenuity is required.
  • Proven ability to effectively delegate assignments to achieve all goals and objectives through your team.

Job Requirements

  • Proven management experience of 80 people+ as a team manager or equivalent is required, preferably in the telecommunications/contact centre operations field.

Competencies

  • Products and Services
  • Customer Service Management
  • Customer Support Function
  • Customer Support Policies, Standard and Process
  • Customer Support Service Agreements
  • Service Request Management Process
  • Customer Support Operations
  • Cross-Selling
  • Client relationship