Call Centre Manager

Job Description

Our client in the financial services industry are seeking Call Centre Manager to join their team in Pickering, ON.

The Call Centre Manager plays a pivotal role in advancing customer-centricity within auto financing overseeing customer service functions throughout the customer lifecycle in Canada.

Responsibilities :

• Cultivate a culture of excellence and continuous learning, fostering employee engagement and performance.
• Develop talent acquisition and succession plans, providing coaching and development for team supervisors.
• Oversee collection / recovery activities, optimizing service quality while minimizing delinquency and losses.
• Manage vendor relationships and collaborate with stakeholders to align objectives.
• Lead customer transition phases, identifying opportunities for cross-selling and loyalty building.
• Strategic :
• Collaborate with leadership to develop business strategy and ensure customer-centric operations.
• Drive harmonization of customer-facing processes across markets.
• Identify and mitigate risks, recommending changes to policies and procedures.
• Advocate for the Canadian market and contribute to strategic projects.
• Operational :
• Ensure customer-centricity across all touchpoints, defining multi-channel interaction experiences.
• Implement initiatives to support advocacy objectives and KPIs, monitoring and adapting plans as needed.
• Own process improvement initiatives, ensuring compliance with laws and regulations.
• Drive employee engagement and act as a VWFS Customer Ambassador.
• Budget, Finance, and Administration :
• Develop and manage department budgets, focusing on cost optimization and risk mitigation.

Qualifications :

• Bachelor's degree in business discipline required.
• 5-7 years of experience in auto financing / financing
• Call Centre management experience
• Management of large team
• Availability after regular hours and occasional travel required.
• Available after regular working hours ( 8 : 00 am to 9 pm ET ) and Saturdays based on business needs
• Strong English communication skills, both oral and written. It is an asset to be bilingual in French.

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.