LEADERSHIP IS YOUR callingThe OpportunityWhen you recall the best Call Centre experience you ever had, you can't help but think, "How would I have done it even better?" Putting smiles on people's faces - even over the phone - is just what you do. You're an excellent communicator who listens when people talk; and when you talk, people listen. For you, it's all about coaching a team to deliver results, and the satisfaction of resolving service challenges with innovative solutions. We love that about you.
How You'll Make an Impact- Report to the Director, Operations.
- Ensure exceptional service delivery in a Contact Centre (Customer Experience Centre) environment.
- Lead the Customer Experience and Direct Sales team to deliver high-quality, timely products and services in accordance with Bridgewater's goals and objectives.
- Communicate performance expectations and hold employees accountable for results.
- Coach employees to succeed in their roles - including recruitment and training of new employees.
- Support Bridgewater Bank as a telephony expert and act as a liaison to AMA Telephony.
- Prepare and enact, when necessary, a BPC plan for CEC and Direct Sales.
- Administer the Bank's call recording program and escalation platform (ECHO), while providing employees with support in both system usage and escalation handling.
- Help identify customer-related issues and develop positive customer options.
- Investigate and report privacy concerns.
- Act as the primary point of contact for the Bank's four-step escalation process at Level 2, and support ombudsman at Level 3.
- Ensure an optimal renewal process for our mortgage and direct deposits customers.
- Manage headcount forCECand Direct Sales, according to staffing budget.
- Ensure collection of all fees by the CEC and Direct Sales team.
- Assist existing customers in changing their mortgage when facing life events and home changes to ensure continued revenue for the Bank.
What You Bring to the Table- You have post-secondary education in a relevant field, such as commerce, business management or finance - or the equivalent combination of education and experience.
- You have at least 10 years' experience supervising successful teams in a fast-paced customer service and sales environment.
- You get Brownie points if you have advanced understanding of financial performance metrics, and experience working in the financial services industry.
- You're proficient with such software programs as Microsoft Office (especially Excel), Outlook, Visio, Wealthview, and Contact Centre software (recording, scheduling and reporting programs).
- You're no newbie in a Contact Centre. Your CV includes experience working with telephony applications and multi-channel service delivery.
- You can share examples of your ability to be detail-oriented yet still see the big picture when it comes to process and system-related issues. Analytics are where you shine!
- You have experience with queue management and design.
- You're fluent in conflict management and have a demonstrated knack for resolving escalated customer issues.
WORK MODEL:In-Office
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
