Are you a great mentor, motivator and passionate about helping people? Do you like to problem solve and have leadership experience? Do you have excellent communication skills in English? If you answered yes to these questions, then we are looking for you to join a dynamic team in Toronto.
Position: Customer Care Manager- Full time, Permanent opportunity.
...
PURPOSE OF THE ROLE
Lead and inspire a team of LLQP Licensed Customer Care Advisors on a day-to-day basis to ensure that they are fully competent and that their performance meets expectations, through regular coaching, motivating, training. Drive a high-performance culture along with ensuring that all team members are compliant and working within the company guidelines.
Advantages
4 weeks' vacation leave per year
Hybrid role – 3 days in office and 2 days work-from-home
100% employer paid health benefits
$500 health spending account
$100 monthly transportation benefit
Parental leave top-up
5% RRSP matching
Growth opportunities
Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
Free weekly lunches and more
Responsibilities
Lead and provide direction for the team on a daily basis
Ensure team and individual goals align with company / department direction
Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
Build a high-performance, high-energy culture to reach individual and team KPIs
Conduct team meetings, workshops and frequent one on one catch ups with advisors/ team
Effectively manage call and lead queues to ensure service level requirements are met
Utilise management reports to identify developmental opportunities and monitor behaviours
Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
Possess an intimate knowledge of teams individual and overall daily results
Implement and drive incentive programs to motivate team
Identify causes for gaps in performance and implement an effective strategy/coaching to improve performance
Provide effective coaching, training and mentoring to retention advisors, ensuring all advisors are adequately supported and trained in their role.
Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives
Identify growth potential/individual development areas for advisors and develop advisors within their role or for internal business opportunities
Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
Ensure all mentoring and development feedback is documented and stored in appropriate files
Manage complaints as needed and complete complaints process
Maintain a detailed and current understanding of associated systems, products, processes, procedures and the key drivers for team performance
Take calls from the manager’s hotline
Effectively manage emails
Ensure all team leave is entered into ADP within the relevant pay period
Qualifications
5+ years’ experience managing a team focused on retention, loyalty, collections or sales.
Experience working within the insurance industry a MUST
LLQP an asset
Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)
Qualifications in coaching in a Retention/Sales environment.
Experience working within the insurance industry
Proven capability to drive and motivate a team to achieve exceptional results through guidance, coaching and mentoring
Previous experience within a results driven environment
Demonstrated ability to lead a group of people to achieve targets
Demonstrated ability to drive motivation and innovative thinking
Proven ability to analyze and interpret data to seek performance and business improvement
Ability to lead and influence people through continuous change and ensure buy-in
Strong coaching skills
Excellent communication skills
Consistently demonstrating the Company’s values
Highly developed interpersonal skills
Eagerness and ability to embrace and implement regular feedback
Summary
Please apply to this exciting opportunity by choosing one of the following options:
1) Apply directly to this posting
2) Directly on www.randstad.ca
3) Send your resume to jessica.macchiagodena@randstad.ca add subject: Customer Care Manager
We thank all those for applying.
Human forward
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
voir plus
Are you a great mentor, motivator and passionate about helping people? Do you like to problem solve and have leadership experience? Do you have excellent communication skills in English? If you answered yes to these questions, then we are looking for you to join a dynamic team in Toronto.
Position: Customer Care Manager- Full time, Permanent opportunity.
PURPOSE OF THE ROLE
Lead and inspire a team of LLQP Licensed Customer Care Advisors on a day-to-day basis to ensure that they are fully competent and that their performance meets expectations, through regular coaching, motivating, training. Drive a high-performance culture along with ensuring that all team members are compliant and working within the company guidelines.
Advantages
4 weeks' vacation leave per year
Hybrid role – 3 days in office and 2 days work-from-home
100% employer paid health benefits
$500 health spending account
$100 monthly transportation benefit
Parental leave top-up
5% RRSP matching
Growth opportunities
Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
Free weekly lunches and more
Responsibilities
...
Lead and provide direction for the team on a daily basis
Ensure team and individual goals align with company / department direction
Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
Build a high-performance, high-energy culture to reach individual and team KPIs
Conduct team meetings, workshops and frequent one on one catch ups with advisors/ team
Effectively manage call and lead queues to ensure service level requirements are met
Utilise management reports to identify developmental opportunities and monitor behaviours
Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
Possess an intimate knowledge of teams individual and overall daily results
Implement and drive incentive programs to motivate team
Identify causes for gaps in performance and implement an effective strategy/coaching to improve performance
Provide effective coaching, training and mentoring to retention advisors, ensuring all advisors are adequately supported and trained in their role.
Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives
Identify growth potential/individual development areas for advisors and develop advisors within their role or for internal business opportunities
Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
Ensure all mentoring and development feedback is documented and stored in appropriate files
Manage complaints as needed and complete complaints process
Maintain a detailed and current understanding of associated systems, products, processes, procedures and the key drivers for team performance
Take calls from the manager’s hotline
Effectively manage emails
Ensure all team leave is entered into ADP within the relevant pay period
Qualifications
5+ years’ experience managing a team focused on retention, loyalty, collections or sales.
Experience working within the insurance industry a MUST
LLQP an asset
Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)
Qualifications in coaching in a Retention/Sales environment.
Experience working within the insurance industry
Proven capability to drive and motivate a team to achieve exceptional results through guidance, coaching and mentoring
Previous experience within a results driven environment
Demonstrated ability to lead a group of people to achieve targets
Demonstrated ability to drive motivation and innovative thinking
Proven ability to analyze and interpret data to seek performance and business improvement
Ability to lead and influence people through continuous change and ensure buy-in
Strong coaching skills
Excellent communication skills
Consistently demonstrating the Company’s values
Highly developed interpersonal skills
Eagerness and ability to embrace and implement regular feedback
Summary
Please apply to this exciting opportunity by choosing one of the following options:
1) Apply directly to this posting
2) Directly on www.randstad.ca
3) Send your resume to jessica.macchiagodena@randstad.ca add subject: Customer Care Manager
We thank all those for applying.
Human forward
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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