Manager Contact Centre

Job Summary

Alcohol and Gaming Commission of Ontario, is currently hiring on a vacant job post of Manager Contact Centre based in Toronto ON. Please read the job detail carefully before applying.

Job Title: Manager Contact Centre
Company Name: Alcohol and Gaming Commission of Ontario
Job Type: Full Time
Job Location: Toronto ON
Salary: From $83,713 a year
Job Link Expiry: 2022-12-29
Posted on: jobsintelecom.net

Job Detail

Position Title: Manager, Contact Centre

Term: Permanent, Full-Time

Division/Branch: Communications and Service Experience Division/Service Strategy & Experience

Posting Date: 8, 2022

Application Deadline: 21, 2022

Level: Level 10

Salary Range: Min: $83,713 Max: $104,638

The AGCO’s Contact Centre is a fast pace, omni-channel, and high profile organization that is committed to service excellence. The Contact Centre requires a high performing, innovative, customer centric and experienced leader to fill the role of Manager, Contact Centre. Working within a changing work environment, you will lead a high performing, customer-facing team drawing on your exceptional leadership, coaching capabilities, and commitment to service excellence.

The successful candidate will manage all day-to-day aspects of the AGCO’s Contact Centre operation, servicing customers across multiple channels, and all lines of business. The Manager will ensure the Contact Centre operates and evolves in line with AGCO’s service strategy.

This includes:

• Embedding a strong service culture.
• Putting customers at the centre of service design and delivery.
• Ensuring service channels function optimally and in line with customer expectations.
• Monitoring, measuring, and managing the customer experience and Contact Centre performance by leveraging available technologies and data to maximize efficiency and effectiveness.

The ideal candidate will have:

• Minimum 3-5 years of Management/Leadership experience in a Contact Centre environment, leading and managing a large team of Customer Service professionals within a high profile, high volume and customer-centric inbound and outbound service organization.
• Experience in managing/leading a diverse, high performing remote team in a hybrid work environment, as well as motivating and inspiring them to achieve desired results and strategic objectives.
• A commitment to building a culture around diversity, inclusion, accountability and trust.
• Exemplary customer service and omni-channel orientation and commitment to service excellence, including in the resolution of escalated customer service issues and complaints, applying risk management principles.
• Knowledge of Contact Centre technology, fundamentals, best practices, and service principles as well as work force and performance planning to achieve established performance metrics and service excellence in the daily management of the Contact Centre operations.
• Excellent knowledge of call flow design, telecommunications, system programming and management, reporting, vendor management, and business continuity.
• Knowledge and understanding of Acts & Regulations, or Policies as they pertain to licensees, registrations, authorizations, etc., including AODA, FOI, French Language Services and other applicable service directives and standards.
• Superior communication (both oral and written), decision-making, reporting, analytical, problem solving and strategic thinking skills.
• Strong relationship-building expertise to work effectively with multi-disciplinary groups of professionals.
• A Bachelor’s of any degree or an equivalent of relevant work experience.
• Strong computer skills in MS Office applications as well as past experience using Salesforce.

The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.

The AGCO is an inclusive and equal opportunity employer.

The AGCO has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario’s Human Rights Code.

Disability related accommodation during the recruitment process is available upon request.
Direct Apply

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