Description:
The Client Care Centre Manager is responsible for leading a team that delivers a client experience that sets the standard in the Insurance industry. They coach their team to deliver consistently great service in an effective and efficient way to our Individual Insurance Clients and Advisors through phone, email, and chat.
Now is an exciting time to join one of the Waterloo Area’s and Southwestern Ontario’s Top Employers for 2024, especially as a leader in our CCC as we are embarking on a transformation of our technology to an exciting and state of the art telephony platform which will further empower our team members to focus on providing exceptional service experiences.
What you will be doing:
- Provide leadership and direction to a team of Client Care Reps (CCRs)
- Be a role model and trusted resource in providing guidance, understanding, clarification and instruction to for your team
- Facilitate team development process by exploring future career plans with CCRs, recommending and supporting appropriate training opportunities, and special projects that help foster development, all with a focus on employee retention and engagement.
- Real time mentoring and coaching to ensure Client Care Representations are providing a superior Client Experience.
- Evaluate individual performance, identifying unique strengths and opportunities to improve each CCRs performance, helping them to achieve their individual and team goals
- Ownership of your team budget, including identifying resourcing needs to proactively address business growth and management of staff attrition
- Recruiting and onboarding new team members in close partnership with HR and Training teams
- Passion for problem solving and implementing continuous process improvements
- Participate in product development, system strategy and implementation of key projects
- In partnership with shared service Work Force Analysts, monitor incoming CCC demand to ensure objectives are met and shift resources if necessary.
- In partnership with the shared service Training and Development Leader, ensure engaging and effective training program is delivered to team members.
- Strong relationship with Distribution team to gain input on what is most important to our Clients and Advisors and to work through any Service Recovery needs
What you will bring:
- Post secondary education or equivalent combination of education and work experience
- Proven successful management of a team in a client care/contact centre environment
- Knowledge of client care/contact centre capacity management processes
- Superior interpersonal skills to manage relationships with internal and external clients.
- Organization, communication, analytical, interpersonal, motivational, and management skills are essential
- Listening and persuasion skills along with attention to detail and memory skills
- The ability to build strong relationships and foster teamwork and collaboration
- Excellent analysis, negotiation, problem solving and decision-making skills
- Superior knowledge of workflows and process improvement
- Good understanding of budget and budget management
- Excellent leadership, mentoring and coaching abilities