About the role

Unit Manager managing customer service operations for a 12-month term. Leading a team in ensuring service quality and achieving departmental objectives in Canada.

Responsibilities

Lead, coordinate and supervise the activities of the team by organizing, planning and controlling the optimal use of personal, material and financial resources according to the budget.
Manage the performance of team employees according to company policies, ensuring continuous training and compliance with customer experience standards of the customer service centre.
Manage the quality of phone service by ensuring cost and productivity control according to the objectives of the customer service centre.
Ensure the quality of service offered to customers by regularly supervising team members according to standards in order to ensure the achievement of the objectives of the customer service centre.
Identify issues, propose solutions, make change and recommend improvements on the quality of the service offered, the operations of the service centre, or the risk management in order to achieve the company objectives.
Ensure the supervision of social media watch and the handling of customer requests in order to ensure a response or routing to the department concerned within the prescribed deadlines.
Participate in multidisciplinary committees relating to special projects and digital initiatives in order to plan strategic elements, ensure smooth deployment, in addition to forecasting the impact of calls on the team and ensure that the process is optimized to control costs.

Holding an OTL license is mandatory.
A West license is preferred; however, candidates must be willing to obtain both a West license and Level 2 certification within six months of hire.
Significant knowledge of Property and Casualty insurance is required.
Have successfully completed at least 2 CIP courses or be willing to complete them within 6 months or your start date.
Management, coaching, training or mentoring experience, ideally in a contact center environment.
Strategic Acumen: Proven skills in strategic planning, possessing a global vision, and identifying opportunities for optimization.
Leadership: Ability to be a positive, inspiring, and visible leader on the floor.
Engagement: Capability to establish an engaging and motivating work environment.
Organizational Skills: Strong time management skills and the ability to provide structure.
Change Management: Proficiency in managing change effectively.
Communication: Excellent communication and listening skills.
Team Collaboration: Quick learner with the ability to work collaboratively in a team and share ideas.
Analytical Skills: Competence in analyzing and interpreting results.

Flexible work arrangements and a hybrid work model
Possibility to purchase up to 5 extra days off per year
Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)