Manager, Contact Centre - Jobs in Toronto

Job Description

The AGCO #39;s Contact Centre is a fast pace, omni-channel, and high profile organization that is committed to service excellence. The Contact Centre requires a high performing, innovative, customer centric and experienced leader to fill the role of Manager, Contact Centre. Working within a changing work environment, you will lead a high performing, customer-facing team drawing on your exceptional leadership, coaching capabilities, and commitment to service excellence.What can I expect to do in this role The successful candidate will manage all day-to-day aspects of the AGCO #39;s OMNI channel Contact Centre operation, assisting customers across multiple channels, and all lines of business. Directly supporting two Team Supervisors for helping foster a strong culture of exceptional service delivery and continuous improvement focus. This position will provide performance coaching, succession planning, and consistently strive to influence best in class customer satisfaction and first call resolution. The Manager will ensure the Contact Centre operates and evolves in line with AGCO #39;s service strategy. This includes:Implement contact centre operational strategies in line with broader organizational objectives and industry best practices. Identify gaps in capacity, develop and execute implementation plans, equip staff with requisite knowledge and skills, and identify and manage issues and risks associated with implementation of changes/new initiatives. Manage operational initiatives/projects within the unit, per established corporate, divisional and service improvement plans. Implement, monitor and manage unit objectives, priorities, work plans and deadlines. Nurture and develop strong service culture within branch, including putting customer at centre of service delivery. Implement strategies to strengthen service orientation competencies across all Contact Centre staff. Oversee Frontamp; Back office workstreams and directly support two Team Supervisor direct reports. Monitor and manage service gaps/issues, including impacts of service delivery and customer experience. Timely and quality resolution of operational issues (people, process, technology, customers). Actively monitor and flag risks to senior management related to Contact Centre operations. Provide options to manage risks and resolve issues. Develop, implement and routinely update operational policies and procedures, and ensure agents are trained/coached appropriately, including refresher training as required. Manage optimal functioning of contact centre systems in coordination with the Operational Systems Administrator including user and agent interfaces; develop and execute user acceptance test plans; work with vendors and partners in the planning and controlling of system implementations, upgrades, and patches. Knowledge Management – ensure systems and processes are in place to support the transfer and maintenance of information to agents they need to carry out their duties in the provision of up-to-date and accurate information to customers. Identify gaps in information, and work with partners and senior management to addresses issues and gaps in knowledge and supports. Manage unit objectives and adherence to service and performance standards. Track department results and prepare performance reporting analysis on all KPI goals. Monitor system and agent performance; identify and resolve problems; prepare and complete action plans; complete system audits and analysis; manage system and process improvement and quality assurance programs; install upgrades and maintenance. Employ tactful continuous improvement philosophies for problem solving and service recovery issues. Fostering change management and team building practices to help influence positive team engagement. Ensure quality-monitoring coaching program is established and implemented by Team Supervisors with agents. Equip Team Supervisors with tools and competencies required to perform quality and coaching conversations and related activities with Agents. Leverage agent-monitoring methods/technology to support Team Supervisors and agents in the delivery of, and improvement to service delivery. Manage development and maintenance of training programs for unit. Identify individual and team learning needs, including areas for skill development, knowledge acquisition in line with Contact Centre industry best practices, and AGCO workforce goals and objectives. Ensure team is trained on all aspects of customer service competencies and delivery including maintaining their knowledge of agency policies, directives and regulations, ensuring they are trained to a high level of competency, while continuing to maximize first point of contact resolution.How do I qualify The ideal candidate will have:Minimum 3-5 years of Management/Leadership experience in a Contact Centre environment, leading and managing a large team of Customer Service professionals within a high profile, high volume and customer-centric inbound and outbound service organization. Experience in managing/leading a diverse, high performing team in a hybrid work environment, as well as motivating and inspiring them to achieve desired results and strategic objectives. Previous hands-on experience using Salesforce, Amazon Web Services, and any other related contact center software would be a definite asset. Knowledge of Microsoft Office Suite including MS Visio, Salesforce, Amazon Connect and call center technology. A commitment to building a culture around diversity, inclusion, accountability and trust. Exemplary customer service and omni-channel orientation and commitment to service excellence, including in the resolution of escalated customer service issues and complaints, applying risk management principles. Knowledge of Contact Centre technology, fundamentals, best practices, and service principles as well as work force and performance planning to achieve established performance metrics and service excellence in the daily management of the Contact Centre operations. Excellent knowledge of call flow design, telecommunications, system programming and management, reporting, vendor management, and business continuity. Knowledge and understanding of Actsamp; Regulations, or Policies as they pertain to licensees, registrations, authorizations, etc., including AODA, FOI, French Language Services and other applicable service directives and standards. Superior communication (both oral and written), decision-making, reporting, analytical, problem solving and strategic thinking skills. Strong relationship-building expertise to work effectively with multi-disciplinary groups of professionals. A Bachelor #39;s of any degree or an equivalent of relevant work experience. Bilingual French language skills, both written and verbal would be an asset. The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.The AGCO is an inclusive and equal opportunity employer. The AGCO has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario #39;s Human Rights Code.Disability related accommodation during the recruitment process is available upon request.To apply to this vacancy please submit your application online at our Careers Webpage located at: https://www.agco.ca/careers by November 24, 2022.Additional Information:Address:1 English Temporary, duration up to 15 months, 90 Sheppard Ave E, Toronto, Toronto Region, Criminal Record CheckCompensation Group:ExcludedUnderstanding the job ad - definitionsSchedule:n/aCategory:Management and GeneralPosted on:Friday, November 10, 2023Note:This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions. In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position. Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you. A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual #39;s employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.