Manager, Contact Centre

Overview

Responsible for overseeing and managing a team of Contact Centre Associates ensuring that all customer interactions are handled efficiently, professionally and in compliance with company standards and regulatory requirements. This role focuses on day-to-day team performance, coaching and operational delivery, while supporting the Assistant Vice President in driving service excellence across the contact centre.

Responsibilities

• Manage and supervise a team of Contact Centre Associates in ensuring smooth daily operations.
• Monitor individual performance against KPIs such as service quality, call handling time, and customer satisfaction.
• Conduct regular coaching, mentoring, and feedback sessions to support staff development.
• Handle escalated customer issues that cannot be resolved at the Associate level, ensuring resolution in line with company guidelines.
• Oversee workforce scheduling, attendance, and adherence to shift rosters.
• Track and report team performance, issues, and trends to the Assistant Vice President.
• Ensure Associates stay updated on product knowledge, system changes, and compliance requirements through regular briefings and refresher training.
• Foster a customer-first mindset and positive team culture.
• Identify process gaps and share improvement opportunities with the Assistant Vice President.
• Uphold compliance with regulatory standards and internal company policies.

Qualifications

How you succeed

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