Jobs
>
Toronto

    Senior Manager, Contact Center - Ontario, Canada - Allstate Canada

    Allstate Canada
    Allstate Canada Ontario, Canada

    2 weeks ago

    Default job background
    Description

    Who is Allstate:

    Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You're in Good Hands" promise.

    Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

    Job Description:

    Reporting to the Director, Service Delivery, the Senior Manager, Service Delivery will provide overall leadership to drive the efficiency and effectiveness of our Inside Service teams.

    Role Designation: Home Based

    Duration: 12 months

    Accountabilities:

    Manage People:

    • Provide leadership, coaching and development to the management group, building and supporting the success of the team.
    • Work with existing manager group to determine best practices and implement consistency in leadership across the group.

    Manage the Business:

    • Partner with Distribution Effectiveness team to infuse critical KPI measurements/reporting and standardization into the manager team to increase efficiency, effectiveness, and productivity (inbound call service levels, email and call handle time, Net Promotor Score, etc.)
    • Collaborate with business partners to effectively respond to Customer Closed Loop Feedback and changes within the Allstate infrastructure to ensure synergy in both service teams.

    Improve the Business:

    • Participate as a key leader and member of the Allstate Service Delivery leadership team, including providing thought-leadership regarding customer experience optimization.
    • Develop and implement a "customer first" road map for Inside Service with a focus on customer service and driving measurable efficiency and effectiveness results in partnership with the Senior Manager, Regional Service and Director, Service Delivery.
    • Partner with HR and Distribution Enablement to accelerate onboarding, develop career paths, reduce learning curves, and improve retention to optimize customer experience.
    • Work with Distribution Transformation team to implement customer centric routing, IVR methodologies and technology to increase service quality, including self-service, automation.

    Qualifications:

    • Post-secondary education
    • 7-10 years of demonstrated management experience both with face to face and contact Centre teams
    • Other Than Life insurance license
    • Demonstrated leadership skills to develop, coach and manage a team of direct and indirect reports.
    • Proven ability to collaborate cross-functionally and secure support from business partners and drive initiatives forward as well as supporting business priorities from other areas.
    • Knowledge of personal lines insurance regulations, product, price, and underwriting rules.
    • Ability to think strategically, identify, analyze, and provide business-case solutions to complex problems. This includes building short-, mid-, and longer-term roadmaps, moving from strategy through execution.
    • Experience enabling results by leveraging telephony and workforce management metrics

    Bonus Qualifications:

    • Certified Insurance Professional would be an asset
    • Bilingual in French and English would be an asset

    Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation, please let us know and we will work with you to meet your needs.

    #J-18808-Ljbffr
  • CGI

    Contact Center Solutions

    1 week ago

    CGI Toronto, Canada

    **Insights you can act on** · While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success. · When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward act ...

  • Virtusa

    Business Analyst with Contact Center

    21 minutes ago

    Virtusa Toronto, Canada

    Good BA Experience with knowledge of Contact Center is mandatory · - Experience in working directly with clients on Contact Center Analytics use cases · - Contact Center Experience: Working knowledge in contact center operations/ products and business processes. · - Conduct requi ...

  • Q1 Technologies

    Contact Center, Patch and Vaulnerability QA

    1 week ago

    Q1 Technologies Toronto, Canada

    **Title: · - Contact Center, Patch and Vulnerability QA** · Skills and Responsibilities: · Experience in Quality Assurance testing - manual and automation testing.? · Must have worked with HP-ALM and JIRA.? Experience with Cyara or other IVR automation tools is preferred.? · Expe ...

  • Royal Bank of Canada

    Bilingual Customer Contact Center Representative

    1 week ago

    Royal Bank of Canada Toronto, Canada

    **Job Summary** · **What is the opportunity?** · In this role, professionally front face all internal/external parties including Clients/Advisors/Investors who contact to the Customer Contact Centre requiring additional support services offered by RBC Investor Services. This role ...

  • Wyse Meter Solutions Inc.

    Contact Center Quality

    1 week ago

    Wyse Meter Solutions Inc. Concord, Canada

    Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers. · This ...

  • CIBC

    Customer Service Representative, Isi Contact Center

    4 days ago

    CIBC Toronto, Canada

    We're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients. · At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what ...

  • Sun Life

    Avp, Platform Owner Contact Service Center

    1 day ago

    Sun Life Toronto, Canada

    You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspir ...

  • TD Bank

    Contact Center Representative

    1 week ago

    TD Bank Markham, Canada

    408008BR · Call Center · Markham, ON · May 11, 2023 · Company Overview · Department Overview · Every single day is an adventure Within TD's Contact Center, you'll find a community of colleagues helping TD's 25+ million customers to achieve their life goals. · Your role within the ...

  • TD Bank

    Contact Center Representative

    1 week ago

    TD Bank Markham, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · Every single day is an adventure Within TD's Contact Center, you'll find a community of colleagues helping TD's 25+ million customers to achieve their lif ...

  • TD Bank

    Contact Center Representative

    1 week ago

    TD Bank Markham, Canada

    398885BR · Call Center · Markham, ON · February 15, 2023 · Company Overview · Department Overview · **Department Overview** · "Welcome to TD. How can I help?" · Helping is at the heart of all we do within TD's contact centre, and we're proud of the value we deliver 24 hours a day ...

  • TD Bank

    Contact Center Representative

    1 week ago

    TD Bank Markham, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · **Department Overview** · "Welcome to TD. How can I help?" · Helping is at the heart of all we do within TD's contact centre, and we're proud of the value ...

  • Quantum World Technologies Inc.

    Contact Center QA

    5 days ago

    Quantum World Technologies Inc. Toronto, Canada

    Contact Center applications, QA, AML · Job Description: · Experience on testing Contact Center applications · Experience as QA/ Testing · Knowledge on QA and Defect Process · Knowledge of ALM / JIRA · Good Communication and Coordination ability · Experience Leading QA activities ...

  • Quantum World Technologies Inc.

    Contact Center QA

    3 days ago

    Quantum World Technologies Inc. Toronto, Canada

    Contact Center applications, QA, AMLJob Description:Experience on testing Contact Center applicationsExperience as QA/ TestingKnowledge on QA and Defect ProcessKnowledge of ALM / JIRA Good Communication and Coordination abilityExperience Leading QA activities. Knowledge of Seleni ...

  • Tata Consultancy Services

    Contact Center QA

    1 week ago

    Tata Consultancy Services Toronto, ON, Canada

    TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status. Our organizational structure is domain-led and designed to offer businesses a single window into industry-specific solutions. Our ...

  • MSC Cruises (Canada) Limited

    Bilingual Contact Center Agent

    21 minutes ago

    MSC Cruises (Canada) Limited Mississauga, Canada

    **Bilingual Contact Center Agent (English & French) - Hybrid** · - **WHO ARE WE? **_ · **We are a Family Company. **The commitment of the founding Family inspires us with dedication and trust, increasing our sense of belonging. · **We have passion. **We are passionate about what ...

  • TD Bank

    Markham Contact Center Cantonese/mandarin

    6 days ago

    TD Bank Markham, Canada

    408008BR · Call Center · Markham, ON · May 11, 2023 · Company Overview · Department Overview · Every single day is an adventure Within TD's Contact Center, you'll find a community of colleagues helping TD's 25+ million customers to achieve their life goals. · Your role within the ...

  • First Student

    Charter Contact Center Rep Ii

    1 day ago

    First Student Markham, Canada

    **First for a reason** · First Student is the largest school transportation provider in North America with more than a century of experience providing safe and reliable transportation. We work with 1,250 school districts in 39 states and 8 Canadian provinces carrying approximatel ...

  • TD Bank

    Contact Center Rep Ii, Borrowing

    1 week ago

    TD Bank Markham, Canada

    **Work Location**: · Markham, Ontario, Canada · **Hours**: · 37.5 · **Line of Business**: · Personal & Commercial Banking · **Pay Details**: · **Department Overview** · **Helping is at the heart of everything **we do **at **our **contact **centr **es **, **and **we're **proud of ...

  • Tata Consultancy Services

    Contact Center, Patch and Vulnerability QA

    6 days ago

    Tata Consultancy Services Toronto, Canada

    About TCS · TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to ha ...

  • Royal Bank of Canada>

    Bilingual Customer Contact Center Representative

    4 days ago

    Royal Bank of Canada> Toronto, Canada Full time

    Job Summary · Job Description · What is the opportunity? · In this role, professionally front face all internal/external parties including Clients/Advisors/Investors who contact to the Customer Contact Centre requiring additional support services offered by RBC Investor Services ...