Customer Support Manager

Are you passionate about delivering exceptional customer experiences in the insurance and financial sectors? We are seeking a dedicated Customer Support Manager to join our dynamic team in Toronto.

In this role, you will lead our customer support initiatives, ensuring that our clients receive top-notch service and support throughout their journey with us.

As a key player in our organization, you will have the opportunity to shape our customer support strategy, drive team performance, and foster a culture of excellence.

If you are a proactive leader with a strong background in customer service, especially in the insurance or financial industries, we want to hear from you! Join us in making a meaningful impact on our clients' lives and contributing to their financial well-being.

Start date : October 21st

Salary : 85K base salary + team productivity and compliance

Work hours : Monday to Friday 8 am and 8 pm (8 hours shift)

Hybrid after training : 2 days at home

Location : 2 Sheppard Ave E. 1600. Toronto, Ontario M2N 5Y7, CA

Advantages

That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer :

• 4 weeks' vacation leave per year
• Hybrid role 3 days in office and 2 days work-from-home
• 100% employer paid health benefits
• $500 Health spending account
• $100 monthly transportation benefit
• Parental leave top-up
• 5% RRSP matching
• Growth opportunities
• Will pay for memberships and renewals / ongoing licensing costs for relevant provinces
• Free weekly lunches and more

Responsibilities

The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge and qualification.

Leadership and People Management :

• Lead and provide direction for the team on a daily basis
• Ensure team and individual goals align with company / department direction
• Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
• Build a high-performance, high-energy culture to reach individual and team KPIs
• Conduct team meetings, workshops and monthly one on one catch ups with advisors / team
• Utilize management reports to identify developmental opportunities and monitor behaviours
• Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
• Possess an intimate knowledge of teams individual and overall daily results
• Implement and drive incentive programs to motivate team
• Identify causes for gaps in performance and implement an effective strategy / coaching to improve performance
• Provide effective coaching, training and mentoring to support advisors, ensuring all advisors are adequately supported and trained in their role.
• Identify growth potential / individual development areas for advisors and develop advisors within their role or for internal business opportunities
• Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
• Implement performance management process with individuals where necessary
• Make process improvement suggestions and identifying techniques to overcome obstacles which may arise
• Lead by example though living the Greenstone values, demonstrating authentic leadership and adhering to business rules.
• Demonstrate commitment to the team to support and enhance strong team dynamics and build trust
• Inspire and challenge advisors to build a customer centric culture
• Uphold a positive, supportive and engaging leadership style when communicating and rolling out changes / updates

Results management :

• Achieve agreed KPIs
• Set objectives aligned to the KPIs for each advisor and monitor and develop accordingly to ensure advisors are achieving those objectives
• Present results and action plans at month-end
• Listen to calls and provide relevant coaching to advisors on a regular basis
• Effectively manage call queues to ensure service level requirements are met
• Identify trends, opportunities and needs within the Support team and other departments, making recommendations for improvements
• Manage complaints as needed and complete complaint process

Administration / Fulfillment management :

• Ensure all team leave is entered into ADP within the relevant pay period
• Maintain an up to date knowledge of products, processes and systems as well as insurance industry best practices and competitor activity
• Oversight and day to day management of end-to-end fulfilment process, including managing paper stock, QA
• Ensure all team minutes are documented and stored in appropriate files
• Ensure all mentoring and development feedback is documented and stored in appropriate files
• Undertake a range of ad hoc tasks and responsibilities as delegated from time to time by the Director, Customer Support.

Qualifications

Essential :

• 5+ years experience in a people management role with a focus on Customer Support or Service.
• Experience managing administrative functions and / or fulfillment.
• Proven ability to be able to analyze and interpret data to seek performance and business improvement
• Demonstrated ability to be able to lead people
• Proven capability to build and deliver individual and team performance through guidance and coaching of advisors under their leadership and management
• A good understanding of call centr processes and procedures including Evolve PA, ERM, Genesys and Softphone telephony systems
• Previous experience within a Customer Service environment
• Consistently demonstrating Greenstone values
• Proven ability to coordinate a group of people to meet expected performance outcomes
• Strong communication and organization skills and attention to detail
• Drive, motivation and innovative thinking
• Ability to embrace change in a fast-paced environment
• Understanding data and interpreting it’s meaning
• A professional demeanor
Desirable :
• LLQP
• LLQP
• Insurance industry call center experience preferred
• Experience working within the insurance industry
• Experience working with a quality-controlled working environment (i.e. verbal scripting and procedures)

Summary

Please apply to this exciting opportunity by choosing one of the following options :

1) Apply directly to this posting

2) Directly on www.randstad.ca

3) Send your resume to [email protected] add subject line : Customer Support Manager

We thank all those for applying.

Human forward

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees.

In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary / gender non-conforming;

Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle.

We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.

ca to ensure their ability to fully participate in the interview process.