Manager, Contact Centre

Are you able to expertly manage a customer-focused contact centre, offering service across multiple channels while maintaining amazing team member engagement? 

Do you have a positive attitude? Do you have boundless energy? Are you familiar with how to manage a virtual team? Do you know how to influence without direct authority? Are you effective at managing change? Do you have great communication skills? 

Reporting to the Director, Customer Relations & Call Centre, the Manager, Contact Centre will lead and develop teams of Agents, Leads, and Supervisors to ensure consistency in performance and service delivery across phone, chat, and other virtual channels.

DUTIES AND RESPONSIBILITIES:

• Continue to drive a performance culture, framework and review processes to achieve service levels and improvements against set targets

• Ensure performance feedback is being delivered consistently throughout your department via scorecards,  regular one-on-one discussions, coaching sessions, performance reviews & goal setting

• Demonstrate influential people-oriented leadership and support

• Understand and actively provide input into the budget and capacity planning process

• Provide leadership, development and coaching of Supervisors, Leads and Agents.

• Actively engage and support the development of your team to ensure better performance and succession planning

• Work with People & Culture to drive the recruitment & selection of Supervisors, Leads, and Agents

• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis

• Contribute to the Continuous Improvement initiatives which impact the contact centre

• Carry out regular 1 on 1 meetings and Skip Level meetings to develop a culture of trust & communication

• Identify problem areas and work with trainers to ensure the skills and knowledge are developed effectively across your teams

• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience

• Build and maintain effective internal and external stakeholder relationships

• Identify and instill best practice, processes and systems and drive a continuous improvement environment

• Work actively to remove employee and customer pain-points to deliver first contact resolution and make it a priority

• Work with the Business Analyst to ensure the most effective resource plans are developed and achieved

• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery

• Provide insightful commentary on daily contact centre performance

• Ensure load leveling across the various teams in order to balance performance across all channels

• Support employee recognition and reward performance

• Conduct quality checks to ensure training and communication is being administered effectively

• Remain fully current on all operational process and procedures including policy and tariff regulations

• Act as a key contact in deployment of emergency response

• Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness

• Identify and resolve people management issues as they arise

• Problem solve effectively utilizing a solutions oriented can-do approach

• Champion change management

• Maintain strict adherence to Porter’s Code of Business Conduct

• Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

BEHAVIOURAL COMPETENCIES:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

• Teamwork: Working collaboratively with others to achieve organizational goals.

• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

• Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.

• Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.

• People Leadership: Assuming a leadership role in helping others achieve excellent results.

• Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

QUALIFICATIONS: 

• Proven experience of managing a contact centre and first line managers 

• Experience with phone, chat, social media, and email servicing

• Experience leading employee engagement in a remote virtual work environment

• Able to develop and nurture improved performance across sales and service 

• Excellent communication, engagement and development of people skills

• Proficient in all Google Office products including Gmail

• Positive customer-focused attitude, excellent organizational skills and attention to detail

• Strong written and verbal communication skills and grammatical accuracy is a must

• Superior relationship management practices with internal and external customers

• Mandatory COVID-19 Vaccination

LOCATION: Toronto (Billy Bishop Toronto City Airport - YTZ, Remote work flexibility)