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Bilingual (EN/FR) Overnight Manager Contact Centre

Scotiabank

This is a Contract position in Ottawa, ON posted November 16, 2020.

 

 

 

Requisition ID: 91577

 

Join the Global Community of Scotiabankers to help customers become better off.

 

Purpose

The Manager, Customer Care, Bilingual is responsible for leading and developing a team of approximately 17 employees – subject matter experts, with sound problem resolution skills handlinglive customer calls.

 

The Manager’s primary focus will be to coach a team of Customer Care Advisors (CCA) and act as thefirst line of contact for Customer Care Advisors, ensuring they are customer-focused, high performing teams that deliver excellent customer experiences and drive change and innovation. Approximately80% of the Manager’s time is spent on Coaching.

 

The Manager is responsible to provide coaching, direct leadership, expertise and guidance to theCustomer Care Advisors as it relates to customer service behaviors, product knowledge, process andpolicy support and system functionality.
Leads and oversees the Ottawa Campus and Contact Centre ensuring business strategies, plans andinitiatives are executed / delivered in compliance with governing regulations, internal policies andprocedures.

 

Accountabilities

1.Superior leadership and coaching to motivate and develop individual Customer CareAdvisors performance on the service team by:

  • Ensuring that they develop a team of high-performing, subject matterexperts with sound problem resolution skills. In addition, developingtheir CCA s to be knowledgeable, confident agents that focus on firstcontact resolution and deliver on personalized advice and solutions forour customers.
  • Ensuring all CCAs have established annual performance objectivesthat are aligned with business plans and tracking individualperformance against objectives. The Manager is also responsible forpreparing CCA PAR commentary and one-on-one delivery discussions.
  • Engaging in coaching as an ongoing observational activity with CCAs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
  • Reviewing CCA customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions.
  • Regularly scheduling one-on-one coaching with CCAs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
  • Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required.
  • Ensuring employee development is a priority for CCAs through regular PDP discussions.
  • Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement.
  • Identifying, delivering and supporting training and developmental needs of team members
  • Leading team meetings to acknowledge positive results, providing regular recognition of the CCAs for delivering exceptional customer experiences, and to communicate the team’s focus.
  • Support new CCAs with on-boarding and transition from training to the floor.
  • Driving the internal communication process by ensuring the CCAs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall.
  • Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members.
  • Building effective working relationships across the team and with various business lines and corporate functions.
  • Builds a high-performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.

 

2. Actively promote the delivery and achievement of industry leading customer service by:

  • Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year CCC strategy.
  • Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends.
  • Acting as the first level escalation point for CCAs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required.
  • Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Determines when escalations should be escalated to the Senior Manager and the Director.
  • Acting as a change agent, leading, motivating and supporting CCAs through changes.
  • Ensuring that every customer experience is consistent with the CCC service standards and providing value-add customer service through leading by example.
  • Proactively identifying trends among team related to customer satisfaction/retention, CCA’s knowledge, productivity, etc. and bringing forward to the Senior Manager with recommendations.
  • Actively reviewing the CMS and Verint for short, medium and long calls to improve efficiency.
  • Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

 

3. Contributes to the maximization of the Contact Centre efficiency by:

  • Ensuring that all targets are met or exceeded, by him/herself and CCAs, as assigned
  • Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank’s Code of Conduct and any supplemental guidelines or codes of conduct applicable to the CCC.
  • Ensuring team members are familiar with the Business Continuity Plan and responsible for enacting plan, when required.
  • Accountable for payroll activities (eg. time in lieu, holiday pay, shift premiums and over time).
  • Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
  • Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-today business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk

 

Education

  • Post-secondary education in business or other related disciplines is an asset.

 

Work Experiences:

  • Expert knowledge of Scotiabank’s Retail and Small Business and Commercial products and services
  • 3-5 years of industry experience preferably in a management or coach-type role
  • Previous management/leadership experience required; excellent team leadership, strong coaching and mentoring skills
  • Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and
  • demonstrated ability to negotiate resolutions to disputes
  • Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must.
  • Proven ability to influence and motivate others
  • High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast paced, dynamic environment
  • Strong written and verbal communication skills in English and French
  • Ability to take initiative in creating new processes that support and help achieve business objectives
  • Demonstrated relationship building skills to ensure co-operative working relationships with team members, colleagues and business partners
  • Fluency in both French and English is required

 

Working Conditions
The incumbent works in a 24/7 Contact Centre environment, in which extended/non-standard operating hours are required to accommodate service level agreements. As such, the incumbent may be requested to work overtime during peak, statutory and general holidays and/or periods of increased volumes. The incumbent’s shift may change, with notice, to better support business needs. Work in a standard office-based environment; non-standard hours are a common occurrence.

 

Location(s):  Canada : Ontario : Ottawa 

As Canada’s International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.

 

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.