Team Leader - Mogo - Manitoba Customer Contact Association

Team Leader - Mogo

Mogo (TSX: MOGO)— a Vancouver-based financial technology company— is focused on building the best digital banking experience in Canada, with innovative products designed to help consumers get in control of their financial health. Built mobile first, users can sign up for a free MogoAccount in only three minutes and get access to free credit score monitoring, a free spending account, mortgages and personal loans. With more than 350,000 members and growing, Mogo is leading the shift to digital banking in Canada. To learn more, please visit mogo.ca or download the mobile app.

Are you passionate about driving results and employing global best practices? Are you an energetic team player that is comfortable getting into the thick of things, and coming out with data-driven insights and action plans for your team? Do you excel at motivating teams and have a solid understanding of care center operations and aren’t satisfied with the attaining just the status quo? If so, keep reading! This one may be the right one for you.

What you’ll do:

  • Manage and motivate the team to meet and exceed our care center operating standards (ACW, AHT, SL, etc.)
  • Initiate innovative changes to improve the business (e.g. revising standard operating procedures, SOPs, to promote efficiencies)
  • Participate in regular management meetings and hold regular team meetings in order to update colleagues on business performance, new initiatives, and other pertinent issues
  • Maintain awareness of market trends in the industry; sharing and employing global best practices with the Leadership Team
  • Develop and monitor team performance which includes managing Key Performance Indicators (KPIs), training and coaching of direct reports
  • Ensure standards for quality, customer service, and retention are met
  • Provide a world-class customer service experience to internal and external customers
  • Supervise day-to-day operations, ensure efficiencies, and adherence to policies and procedures

What you’ll bring to the table:

  • University degree or additional training in a related discipline
  • Experience working in a related industry, such as consumer banking, lending, contact centre, or other financial services
  • Experience managing customer service staff, including training, coaching, and reviewing performance regularly
  • Experience with care centre KPI’s: service level, abandon rate, ASA, quality, etc.
  • Demonstrated history and commitment to customer service excellence
  • Proven track record of adhering to organizational policies and procedures
  • Proven experience in motivating teams to exceed performance benchmarks or quotas
  • Must possess strong time management and prioritization skills, and be able to balance competing priorities
  • Understanding of Mogo, the industry, and key competitors
  • Friendly and professional demeanor, with the ability to work flexible hours to meet business needs
  • Exceptional verbal and written communication skills in English
  • French bilingual is an asset
  • Mortgage experience is an asset

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