Contact Centre Manager (Remote) Job in Toronto Recruiting by Bwalk

Boardwalk provides Canadians with a quality, comfortable, home living experience. We offer rental apartments and townhouses that come in a wide breadth of shapes, sizes and sets of amenities. We operate 33,000 units across Alberta, British Columbia, Ontario, Saskatchewan, and Quebec.Boardwalk recognizes our Associates as our most valuable asset. We are proud to provide competitive wages, profit-sharing, and amazing benefits like flexible group medical and dental, fitness reimbursement, training and development, group RRSP matching, rental discounts, and more.
As a Remote Contact Centre Manager, you will play a crucial role in leading and overseeing the Contact Centre. The successful candidate will be able to accept ownership for effectively managing a team of Customer Service Representatives and Team Leader while keeping customer satisfaction at the core of every decision and behaviour.
Responsibilities:
Provide leadership, development, and coaching to Contact Centre Team Leader and Representatives
Contribute to the design and implementation of change programs and projects that impact the Contact Centre andidentify areas of process improvement
Track and analyze our KPIs and associated reports with a view to continuous improvement
Actively engage in supporting team development, performance enhancement, and succession planning, through training, performance reviews, corrective action, growth & development plans
Maintain Contact Centre Knowledge Base with the assistance of the Contact Centre Team Leader
Conduct regular check-in sessions with the Contact Centre Representatives
Ensure effective and consistent communication throughout the team
Encourage feedback to enhance the overall Contact Centre experience
Build strong, effective, and Resident centric relationships with our fellow site-based Associates
Positively contribute to and drive Boardwalk’s public reputation by your interactions
As a remote Associate, ensure your working hours are dedicated to your role and responsibilities by ensuring a quiet space free from interruption during your working hours
Ensure your equipment is always operational and seek support when it is not working properly
Experience & Technical Requirements:
Experience in managing Contact Centre operations
Familiarity with computers and telephone, email, chat etiquette
Familiarity with Office 365 environment
Familiarity with CRM systems and practices
Familiarity with AI and Virtual Assistant flows and management
Ability to quickly adapt to new technology and an ever-changing rental market
A strong and reliable internet connection is required (to be determined upon hiring) - no public internet connections
Skills Required:
Strong written, phone and verbal communication skills along with active listening skills in English and French
Customer centric mindset and adaptability to different personality types
Ability to multi-task, set priorities, and manage time effectively
Drive and determination to maintain and achieve monthly KPIs (Key Performance Indicators) as set by the Contact Centre Director
Must be analytical - able to analyze various options and take appropriate action
Capacity to lead team members
Understanding and managing emotions, both your own and those of team members
Building positive relationships and resolving conflicts effectively
Must be able to work well within a team virtual environment as well as independently
Possess a quiet, uninterrupted workspace free from background noises and distractions
Understand that leadership is service and requires a profound awareness of respect and humility
Interested applicants are invited to submit a cover letter and resume.We would like to thank you in advance for your application, however, only those candidates who are being considered will be contacted. Offers of employment will be contingent on satisfactory Security Background Checks, Reference Checks, and Post-offer/Pre-employment Physical Testing where applicable.
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Ready to shape the future of our communities? Come work with us and learn where doing what you love means never working a day in your life!Deeply rooted in family spirit and humility, Boardwalk’s five core values of integrity, associates, teamwork, customer service and social responsibility are more than just words - they are a way of life. Coupled with our Golden Foundation of ‘treat others as you would like to be treated,’ ‘be good,’ ‘love community’ and ‘have fun,’ we believe in happiness and creating the most memorable experiences for both our Associates and Resident Members, continually looking for new and innovative ways to enhance and strengthen all our Boardwalk communities.We hope these values speak to you as they speak so meaningfully to us!As we continue to grow, we remain unwavering in our commitment to providing Resident Members with the best quality rental communities. This same commitment means Boardwalk is always seeking individuals who have a positive attitude, are energetic and passionate, self-driven, productive, have the capacity to deliver high-quality results and who believe in the power of teamwork.Together, with you as part of our team, we will continue to create meaning every day for those who choose to call Boardwalk home.
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Diversity, Equity and Inclusion Commitment StatementWe are committed to attracting and retaining a diverse team that will honour and celebrate your experiences, perspectives and unique identity regardless of age, ethnicity, race, colour, abilities, religion, socio-economic status, culture, gender, sexual orientation, gender identity and gender expression.Together, our communities strive to create and maintain working and learning environments that are inclusive, equitable and welcoming.We believe every Associate in our team enriches our diversity by exposing us to a broad range of values, customs and experience to better understand and engage with the world around us, identify challenges, so as to discover, design and deliver solutions together.#J-18808-Ljbffr