Manager, Contact Centre - CAA - Manitoba Customer Contact Association

Manager, Contact Centre - CAA

Description

As Canada's largest Automobile Association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward.

Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results.

We work hard and play hard. We're about doing what's right, and feeling good about it.

We are seeking a career minded and passionate leader to manage the CAA Manitoba Contact Centre

In this role, you will be responsible for overseeing the daily operations of the call centre, ensuring customer service, staffing, and productivity is in accordance with the overall objectives of the organization.

You will oversee the development, coaching and leadership of supervisors, holding them accountable to their team's key performance targets. You will encourage positive decision making, personal growth and improving staff skills, while increasing productivity towards corporate goals. In addition, you will monitor sales and productivity figures, provide regular updates of departmental sales, and develop procedures and/or policies as appropriate when gaps are identified, in cooperation with the Management and HR team. You are also responsible and the key contact for leading all continuing technology enhancements that affect the call centre environment. When they arise, as a leader you will also be responsible for addressing any escalated Member complaints and ensure adequate follow-up.

From a leadership perspective, you will also be responsible for the recruitment, onboarding, training, development and performance management if required in conjunction with CAA Manitoba HR policies. As well as, manage departmental budgets and plans.

The incumbent will work very closely with several cross functional departments including fleet, administration, membership, travel and insurance.

Requirements

  • Minimum of 6 years of experience in similar or related position
  • Minimum 4 years’ experience in Leadership
  • Contact Center experience.
  • Strong understanding of customer and market dynamics and requirements.
  • Strong technology and data driven skill set.
  • Proven leadership and ability to drive sales teams.
  • Collaborative mind set with the ability to drive success through working with cross functional departments to achieve overall CCG goals.
  • Post-secondary education completed

Benefits

CAA Club Group of companies is a progressive organization with a diverse workforce which offers:

  • Paid training, career development and professional growth
  • Competitive salaries
  • Comprehensive benefit package
  • Group RRSP plan
  • 3 weeks' vacation

We are an equal opportunity employer and are committed to providing employment accommodations. CAA Club Group will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs

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