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Kitchener

    responsable des services supports - Waterloo, ON, Canada - Equitable Life of Canada

    Equitable Life of Canada
    Equitable Life of Canada Waterloo, ON, Canada

    6 days ago

    Default job background
    Description
    it's about being part of a workplace that helps you grow and reach your full potential


    Position Title:
    Manager, Client Care Centre

    Reports To:
    Director, Client and Advisor Care
    Individual Contact Centre


    Term:
    Permanent Full-Time

    You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month.

    You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

    We are looking for a Client Care Centre Manager to join our Individual Client Care Centre (CCC).

    The Client Care Centre Manager is responsible for leading a team that delivers a client experience that sets the standard in the Insurance industry.

    They coach their team to deliver consistently great service in an effective and efficient way to our Individual Insurance Clients and Advisors through phone, email, and chat.

    Now is an exciting time to join one of the Waterloo Area's and Southwestern Ontario's Top Employers for 2024, especially as a leader in our CCC as we are embarking on a transformation of our technology to an exciting and state of the art telephony platform which will further empower our team members to focus on providing exceptional service experiences.


    Provide leadership and direction to a team of Client Care Reps (CCRs)

    Facilitate team development process by exploring future career plans with CCRs, recommending and supporting appropriate training opportunities, and special projects that help foster development, all with a focus on employee retention and engagement.

    Real time mentoring and coaching to ensure Client Care Representations are providing a superior Client Experience.
    Evaluate individual performance, identifying unique strengths and opportunities to improve each CCRs performance, helping them to achieve their individual and team goals
    Ownership of your team budget, including identifying resourcing needs to proactively address business growth and management of staff attrition
    Recruiting and onboarding new team members in close partnership with HR and Training teams
    Participate in product development, system strategy and implementation of key projects

    In partnership with shared service Work Force Analysts, monitor incoming CCC demand to ensure objectives are met and shift resources if necessary.

    In partnership with the shared service Training and Development Leader, ensure engaging and effective training program is delivered to team members.

    Strong relationship with Distribution team to gain input on what is most important to our Clients and Advisors and to work through any Service Recovery needs

    Post secondary education or equivalent combination of education and work experience
    Proven successful management of a team in a client care/contact centre environment
    Knowledge of client care/contact centre capacity management processes
    Superior interpersonal skills to manage relationships with internal and external clients.
    Organization, communication, analytical, interpersonal, motivational, and management skills are essential
    The ability to build strong relationships and foster teamwork and collaboration
    Excellent analysis, negotiation, problem solving and decision-making skills
    Good understanding of budget and budget management
    An additional paid volunteer day each year so you can spend time giving back to the community
    Immediate enrollment in the company's pension program with employer matching
    Employee resource groups that support an inclusive work environment
    Tuition support and specialized program assistance
    An onsite full-service cafeteria with a variety of daily options
    Discounts on company products and services, and access to exclusive employee perks
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