Insurance Senior Call Centre Manager

Job Reference: 
1121
Industry: 
Insurance
Type of work: 
Permanent
Salary: 
$90-$95k
Location: 
Toronto

Position: Insurance Senior Call Centre Manager
Industry: Insurance
Tenure: Full-Time
Location: Toronto
Base Salary: $90-$95k + Bonus
Benefits: From Day 1
Hours of Work: 9-5
Number of Positions: 1

Description
This position is responsible for the management of all aspects of the contact centre. It is in a very fast-paced environment for a dynamic company with a great salary and benefits

Must have previous Insurance management experience!!!!

Qualifications
 Post secondary education is required
 A professional designation is an asset
 Minimum 5 years of relevant experience in managing a large and complex call centres
 Knowledge of contact centre technologies such as IVR, CTI, ACD and WFM
 RIBO license must be obtained
 Must have strong operations experience in a 50+ seat contact centre
 Must have demonstrated ability in planning, forecasting and budgeting
 Experience with MS Office (Word, Excel, Access, PowerPoint)
 Experience developing contact centre capabilities within an integrated Customer relationship management strategy
 Excellent interpersonal skills with the ability to influence persuade and impress others

Duties

 Oversee day-to-day management of the Call Centre and ensure that staff adhere to schedules and work requirements
 Monitors centre performance to insure quality and service goals are met.
 Meets forecasted or budgeted FTE and financial targets
 Responsible for recruitment, development, retention and engagement of frontline employees and team managers, by creating and implementing plans which build a culture of employee engagement
 Communicates organizational, department and individual objectives and accountabilities to subordinates
 Driving Operational Effectiveness and Efficiency
 To effectively manage change by ensuring new initiatives are properly communicated, trained and implemented across all team managers and front-line employees
 Recommend new processes, technologies and initiatives to the VP to improve the department’s effectiveness and ensure business unit objectives are met.

If you are interested in this position and feel that you are qualified, please send your resume in Microsoft word format only, to johann@arrowprofessionals.com with the name of the “Senior Manager” in the subject line.