Manager, Retirement Contact Centre
Core
Lead a team of 17–20 Customer Service Professionals in a fast-paced inbound contact center to drive customer experience and operational results.
Role type
Manager, Contact Center Operations
Builds
Inbound customer service operations for financial services clients
Domain
Financial Services / Customer Support
Deliverable
Dashboards & analysis
Required skills
Team leadership, contact center operations management, KPI analysis, service recovery, stakeholder collaboration, hiring and onboarding, risk management, scheduling
Preferred skills
Bilingualism (English and French), Microsoft Office proficiency
Responsibilities
Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets; Manage coaching, team meetings, scheduling, and real-time queue monitoring; Review and analyze performance metrics to drive continuous improvement; Implement service recovery actions; Coordinate team reporting and trends for leadership; Manage complex escalations; Support hiring, onboarding, and internship programs.
Seniority
Manager, hands-on leadership