Contact center manager Jobs in Toronto, ON

We are seeking highly motivated and customer-focused Contact Centre Representative to join our fast-paced Wealth Shared Services team. This role is crucial in managing high-volume client inquiries, specifically related to tax receipts, registered products, and other financial services. Ideal candidates will have strong communication skills, analytical thinking, and the ability to thrive in a dynamic environment. You will be responsible for resolving customer inquiries efficiently while maintaining accuracy and attention to detail.

Advantages

Gain valuable experience using TD's financial systems and tools.

Develop a deeper understanding of tax-related processes and financial products.

Work in a fast-paced, dynamic environment with opportunities to enhance your customer service and analytical skills.

Join a collaborative, supportive team of professionals in a fast-paced, rewarding environment.

Responsibilities

Answer and manage a high volume of inbound calls from clients and internal partners regarding tax-related inquiries, duplicate tax receipts, and registered product details.

Provide excellent customer service by resolving issues in a professional and timely manner.

Assist with tax inquiries from front-office partners and clients, ensuring accurate and prompt responses.

Issue tax slips and make necessary amendments based on discrepancies found in the book of records.

Investigate client issues thoroughly, displaying strong problem-solving and analytical skills to ensure accurate resolutions.

Balance multiple tasks and priorities effectively while adhering to Service Level Agreements (SLAs) and maintaining high-quality standards.

Maintain accurate records of client interactions, inquiries, and resolutions.

Work collaboratively with a team of 13 professionals in a fast-paced and sometimes high-pressure environment.

Demonstrate the ability to pivot and adapt to changing priorities as needed.

Provide feedback to management on recurring issues or client concerns to improve overall service delivery.

Qualifications

Must-Have :

Call Centre Experience : 1+ years in a high-volume call centre environment.

Customer Service : 3+ years of exceptional customer service experience, preferably in a financial or service-oriented setting.

Communication Skills : Strong verbal and written communication skills, with the ability to articulate complex information clearly and professionally.

Analytical Skills : Strong attention to detail and problem-solving capabilities, with the ability to analyze situations quickly and accurately.

Time Management : Ability to work effectively under tight deadlines and manage competing priorities.

Technical Skills : Proficiency with MS Office (basic Excel required, including statistical calculations and basic data handling).

Stress Management : Ability to perform well under pressure in a fast-paced environment while maintaining accuracy and professionalism.

Nice-to-Have :

Financial or Banking Experience : Knowledge of the banking or financial industry is a plus.

Tax or Registered Products Knowledge : 1+ years of experience with Canadian tax, registered products (RRSP, TFSA, etc.), or similar financial services.

Market Knowledge : Familiarity with the securities market, including bonds, stocks, dividends, and distributions.

Summary

If you have exceptional communication skills, a keen eye for detail, and enjoy working in a fast-paced environment, we encourage you to apply. This is an excellent opportunity to grow your knowledge of financial products and tax processes while delivering exceptional service to clients and internal stakeholders.

Apply today to join our dynamic team and make a meaningful impact within our Wealth Shared Services business unit!

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 [email protected] to ensure their ability to fully participate in the interview process.