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Contact Center Manager Part Time / Full Time

4 hours ago

Contact Center Manager

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Immediate Start

Job Description

Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members? 


We are currently looking for an energetic team player to join our newest Contact Centre Team as a Contact Centre Manager. The User Contact Centre Manager is responsible for the management and the supervision of the Be Well and Retail Solutions Contact Centre teams. The Contact Centre teams have the responsibility to help our consumers with any technical issues that they could encounter using Be Well and other direct to consumer applications. Following Standard Operating Practices (SOPs) the team will aim at resolving the consumer issues immediately or to escalate it to the Level 2 Technology Support team.


This in a 1-year contract.

The role work Monday-Friday, 9am-5pm with additional hours as required.


Job Responsibilities

  • Provides supervision and leadership to a Contact Centre Department of 5-15+
  • Responsible for enforcing established targets and metrics for Contact Centre team (daily/weekly/monthly/yearly)
  • Enforcing and adherence to established department labour budget, as determined by Director of Customer Care
  • Responsible for creating, managing and maintaining training documents and SOPs for Be Well and Retail Solutions Contact Centre 
  • Responsible for consolidating and presenting team metrics to Director of Customer Care (Well.ca), broader Stakeholders, and Project Teams within McKesson Canada, as required
  • Responsible for enforcing Company KPI’s and metrics
  • Responsible for overseeing team members, and ensuring they are adhering to and enforcing daily metrics and goals
  • Oversee all facets of daily/weekly schedule, including (but not limited to) attendance, sick calls
  • Responsible for the recruitment, selection, on-boarding and training of new team members
  • Acting in escalated situations, where needed
  • Use Be Well’s multiple software platforms to communicate with Consumer-Patient regarding their issues.
  • Drafting and overseeing departmental/interdepartmental processes
  • Identifies, investigates and takes steps to resolve system errors/problems which are causing barriers to team success 
  • Liaising with appropriate internal teams, attending project team calls, and collaborating on company-wide initiatives
  • Front-line customer service, as required
  • Other tasks, as required


Problem Management:

  • Ability to take and diffuse escalated contact (both internal and external) in a calm and unbiased manner
  • Ability to diagnose problems, identify and drive appropriate solutions
  • Work closely with peers and other departments to resolve issues


Performance Criteria:

  • Reports directly to the Director of Customer Care
  • Provides confident leadership to team members
  • Oversees adherence to departmental metrics which drive the overall business 
  • Ensures Contact Centre teams are performing in alignment with company KPI’s
  • Practice extreme attention to detail as this position holds responsibilities that not only affect customers, but every department within Be Well
  • Ability to work with minimal direction 
  • Excellent ability to multitask and move effortlessly from task to task as required


Qualifications

  • High school diploma required
  • 2-4 years’ experience in a similar role
  • Exceptional written and oral communication skills
  • Demonstrated leadership skills
  • Strong technical skills
  • Ability to defuse tense or difficult situations
  • Adapts easily to change
  • Ability to learn quickly and take initiative
  • Outstanding multitasking and organizational skills
  • Ability to solve problems in a quick and well thought out manner
  • Moderate to advanced knowledge of Microsoft suite/Microsoft 365 (Excel, Word, Powerpoint, Teams)


Assets:

  • Fluency in multiple languages 
  • Experience working with Salesforce Service Cloud, Jira (Atlassian)
  • Experience is project management.
  • Post-secondary diploma/degree



Requirements

  • Work Permit

About Well.ca

Well.ca in Ontario, Canada

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