Call Centre Manager
Kanetix - Toronto, ON

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Call Centre Managers! It’s game changing time! If you are results driven, have an ‘act now, do it today’ attitude, vested interest in learning from experienced professionals and want to be a part of a winning team – you’ve found it.

The Call Centre Manager is responsible for the development, implementation, enhancement and support of the call center system, technologies and strategies. He/she will oversee the daily operations of all Call Centre functions; ensure activities run smoothly and efficiently; promote the Kanetix Ltd. image in a professional and positive manner; provide supervision, guidance, coaching, recognition, motivation and training to department personnel.

-Manage and direct the daily activities of call centre agents
-Track and analyze all call centre KPIs
-Provide best in class customer service
-Manage several phone queues representing 3 separate and distinct brands
-Design and maintain call centre IVR and technologies
-Create efficiencies within call centre to optimize performance and reduce costs
-Partner with other business units to ensure the call centre is aligned and integrated with overall business strategy
-Report and disseminate call centre results to appropriate business units
-Ensure appropriate processes and quality controls are in place
-Grow and maintain a Wiki based employee knowledge tool
-Direct overall strategy for the call centre and develop a Business Continuity Plan
-Provide appropriate training and coaching to contact centre agents to ensure efficient operations
-Conduct weekly one-on-one meetings with direct reports to review progress
-Perform quarterly performance reviews to gauge progress against yearly targets
-Ensure high level of team motivation and employee engagement
-Manage call centre scheduling and payroll

Desired Skills and Experience:
-Must have at least 5 years of management experience
-University degree or college diploma in Business Management
-Strong written and verbal communication skills; with excellent presentation skills
-Demonstrated ability to put analysis into a business context and clearly articulate implications and recommendations
-Ability to multi-task effectively with a positive, team-oriented attitude
-Proven leadership skills in a busy call centre environment
-Desire to lead, coach and develop team members
-Able to react quickly in a fluid environment
-Sales background is a strong asset
-Experience with the Wiki platform is an asset
-Previous experience with Cisco CCM phone system
-Available 24/7 365 days a year to respond to any emergencies affecting the call centre
-Bilingualism is an asset

KANETIX is Canada’s fastest growing insurance and financial technology company. Founded in 1999, Kanetix Ltd. has grown to be an online financial ecosystem leader through its leadership, expertise and experience. From SaaS solutions powering online quoting systems to consumer facing online marketplaces, Kanetix Ltd. is almost exclusively driving innovation when it comes to online comparisons for insurance, credit cards, mortgages, GICs, bank accounts and more.