Center Offres d'emploi - Saint John, NB

Reporting to the Vice President, Automotive Services, the Contact Center Manager is responsible for leading and managing the operations of CAA Atlantic's inbound Member Contact Center, ensuring the delivery of exceptional service to members while driving operational efficiency, employee engagement, and the adoption of automation. This role includes overseeing the supervisory team, 3 supervisors, implementing strategic initiatives, and continuously improving processes to meet performance goals and enhance the member experience.The ideal candidate will demonstrate strong leadership, a data-driven approach, and a passion for optimizing service delivery through innovative technology and automation.Working Conditions : The role operates in a fast-paced contact center environment and may require occasional evening or weekend availability.Travel will be required for training, conferences, or regional support.Ability to conduct presentationsManual dexterity required to use desktop computer and peripheralsOvertime as requiredResponsibilitiesLeadership & Team Management : Lead, mentor, and support a team of supervisors and member service representatives to achieve operational goals and maintain a high standard of member satisfaction.Foster a positive, inclusive, and high-performing work environment.Develop and execute training programs to enhance employee skills and career development.Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.Ensure compliance with Health & Safety practices and policies. Complete safety incident reports, support incident investigations, and provide recommendations to Safety team to minimize risks.Operational Oversight : Oversee the day-to-day operations of the contact center, ensuring adherence to service level standards and performance targets.Monitor and manage contact center KPIs, including average handle time, first call resolution, abandonment rate, and member satisfaction scores.Analyze call volume patterns and optimize scheduling, staffing, and resource allocation.Develop and implement strategies to address peak demand and ensure seamless service delivery.Automation & Technology Integration : Drive the adoption and integration of automation technologies, including IVR (Interactive Voice Response), chatbots, and AI-powered solutions, to improve efficiency and enhance the member experience.Identify and implement opportunities to streamline workflows through technology and reduce manual processes.Collaborate with IT and vendors to ensure successful deployment and ongoing maintenance of automation tools.Measure and report the impact of automation initiatives on service levels and operational costs.Process Improvement & Strategic Initiatives : Identify and implement opportunities to enhance processes, workflows, and systems to improve efficiency and member experience.Collaborate with other departments, such as IT, Marketing, and Member Services, to align initiatives with organizational goals.Lead projects focused on continuous improvement and innovation in service delivery.Member Service Excellence : Promote a member-first culture by ensuring all interactions reflect CAA Atlantic's values and commitment to quality.Resolve escalated member concerns and ensure issues are handled promptly and effectively.Implement quality assurance programs to monitor and improve service delivery across all channels.Reporting & Analytics : Provide regular reporting on contact center performance, trends, and areas for improvement to senior management.Use data-driven insights to recommend and implement solutions to enhance service delivery and operational efficiency.Track and report on key metrics, ensuring transparency and accountability.Budget Management : Develop and manage the contact center budget, ensuring cost-effective operations while maintaining service quality.Identify opportunities for cost savings without compromising member satisfaction.QualificationsEducation & Experience : Bachelor's degree in business administration, customer service management, or a related field.5+ years of experience in contact center operations, including 3+ years in a leadership role.Proven track record of managing teams and driving performance improvements.Experience implementing and managing automation solutions in a contact center environment.Skills & Competencies : Strong leadership and interpersonal skills with the ability to inspire and develop teams.Excellent communication and presentation skills, both verbal and written.Analytical mindset with the ability to interpret data and make informed decisions.Problem-solving and conflict-resolution skills.Proficiency in contact center tools, CRM platforms, and automation technologies.Preferred Qualifications : Experience leading digital transformation initiatives.Knowledge of CAA's services and membership programs is an asset.Project management certification or experience is a plus.SkillsAutomation, Management, Safety, Service Delivery, TechnologyArrayAbout CAA Atlantic CAA AtlanticAt CAA Atlantic, we're not just a company; we're a driving force in the modern world of Atlantic Canada. With a rich history dating back to 1947, we are deeply rooted in our region, but our vision is firmly fixed on the future. Our mission? To revolutionize the way people experience safety, travel, and well-being in the 21st century.Serving our members with pride across the four Atlantic Provinces, we're not your typical organization. As a forward-thinking, not-for-profit, we're committed to pushing the boundaries of what's possible.If you're looking to be part of a company that's leading the charge in modernizing the travel and safety industry, look no further. As a four-time recipient of the Most Trusted Brand in Canada over the past five years, we're on an unwavering journey to become the most trusted member-focused organization and top employer in Atlantic Canada. Join us and be part of the future with CAA Atlantic. Together, we'll drive innovation, ensure safety, and redefine the way Atlantic Canada experiences the world. Why Work With Us : Challenging work with an amazing team Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation, Ronald McDonald House Atlantic and the Janeway Children’s Hospital Foundation in 2022, in addition to many more) A competitive compensation package Generous paid time off based on professional experiencePaid volunteeringTelemedicine - provides you with 24 / 7 direct access to medical care and wellness services by phone or video chatHealth and Safety of employees is the number one priority Complimentary Premier CAA Membership An in-house gym facility and / or corporate gym rate and partial reimbursement An innovative and dynamic work environment Ongoing learning and development opportunitiesOur Vision : To be the most trusted and sustainable Member organization in Atlantic Canada.Our Mission : To make a difference every day by anticipating, understanding, and exceeding the expectations of our MembersOur Core ValuesWE WILL BE BOLD We embrace change and encourage bold decisions to be made in pursuit of delivering positive impact and innovative solutions for our Members and our community.WE DO WHAT WE SAY Our Members and our Community know they can trust us to be there when we say we will, to provide the safety and security they can count on and deliver the great service they’ve come to expect. Our word is our bond.WE THINK DIFFERENTLY We create a culture built on being curious, embracing new ideas, backgrounds, and perspectives, which expands our thinking and leads to creative solutions. WE DO THE RIGHT THING We commit to operating in the best interest of others, upholding integrity and being transparent in our actions and decision making.Diversity and inclusion at CAA AtlanticAs a member-driven organization, we are dedicated to building a workforce that reflects the diversity of the communities in which we live. It is important to us that every employee has the opportunity to reach their full potential, and we recognize that diverse perspectives enhance our collective innovation, creativity and allow us to provide amazing service to our Members.AccommodationApplicants should identify if they require accommodation during the competition process (on a confidential basis). All postings available in alternate formats upon request.Other InformationFind out more about life at CAA Atlantic by watching this short video on YouTube : Hidden Gems : Working at CAA AtlanticTo learn more about the CAA Atlantic employee experience visit our Careers Pages : Careers- Work With UsCareers - Employee BenefitsCareers- Team Member Stories