Contact center manager Jobs in Ottawa, ON

Work Location :

Ottawa Ontario Canada

Hours : 37.5

Line of Business :

Personal & Commercial Banking

Pay Details : $45700 - $61000 CAD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Job Description : Department Overview

MBNA is a mono-line lender of fering a variety of credit card products and specializing in affinity partnerships. Helping is at the heart of everything we do at our contact centr es and were proud of the value that we can deliver from 7am EST 12am EST 7-days a week for more than 2 7 million TD customers. Alongside caring colleagues and supportive leaders youll make a meaningful difference to our business our customers and our communities.

Job Details

What You ll Do

As the voice of TD youll be passionate about understanding our customers. Whether youre assisting in-bound callers with account inquiries or resolving an issue by providing advice and recommending a TD product or service youll help us offer trusted support to our clients whenever they need it. Youll consistently deliver legendary customer service by providing each caller with the right solutions to meet their unique banking needs.

As a valued member of our Contact Centre Team you will :

Make people s day : consistently deliver an outstanding customer service experience by offering friendly support through your knowledge of TD products services and solutions.

Solve problems efficiently : r esolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.

Achieve your goals : c onsistently r each performance objectives including customer experience survey results advice and quality goals compliance regulations and productivity targets .

Never stop learning : a ctively p articipat e in ongoing training and coaching support to help you continue to grow and develop in your role.

Where Youll Work

After completing in-person training and onboarding sessions youll work primarily offsite. Since most of your work activities can be performed independently youll spend about 95% of your time at your secure private workspace with a stable internet connection . Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will provide more information about how this works for their team.

Job Requirements

What You Need to Succeed

Were proud to work with a group of diverse colleague s . If you have relevant experience that isnt mentioned below tell us about it in your resume or cover letter.

High School Diploma or equivalent

Bilingual is an asset (French & English)

Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)

Ability to multitask and navigate through computer systems applications and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics .

D igital literacy across a broad range of devices ( e.g. smartphones tablets laptops headsets etc.) .

Flexibility resiliency and a positive attitude when responding to challenging situations.

Passion to assist customers in resolving unspoken needs by offering consultative advice

Ability to work both independently and as part of a team .

Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices .

Additional Information

Were delighted that you re considering building a career with TD . Through regular colleague development conversations training programs and a competitive benefits plan w e re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you re interested in a specific career path or are look ing to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion about helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding

Were hosting in-person training and onboarding sessions at 1595 Telesat court for 8- 10 weeks to ensure youve got everything you need to succeed in your new role.

Interview Process

Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

National Occupa tion Classification (NOC) Code

14201 Banking i nsurance and other f inancial c lerks (NOC)

Who We Are :

TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches / stores. Every day we strive to make every interaction product and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to foster deeper relationships ensure disciplined execution and build a simpler faster banking experience. TD is deeply committed to being a leader in client experience that is why we believe that all colleagues no matter where they work are client facing. Together we are reimagining what banking can be for our clients colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes a base salary variable compensation and several other key plans such as health and well-being benefits savings and retirement programs paid time off banking benefits and discounts career development and reward and recognition programs. Learn more

Additional Information :

Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations requirements.

Colleague Development

If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If youre passionate about helping clients and building deep lasting relationships TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

Were committed to your success and foster a respectful workplace where diverse perspectives are valued everyone has fair opportunities to grow and you can unlock your full potential to achieve your career goals. Here at TD we hire and develop the best.

Training & Onboarding

We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process

Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

Your accessibility is important to us. Please let us know if youd like accommodations (including accessible meeting rooms captioning for virtual interviews etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only) :

Sans Objet

Required Experience :

Unclear Seniority

Key Skills

Data Entry,Deputy,Drafting,Hibernate,Administration Support,Activex

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 45700 - 61000