Contact Centre Manager

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  • Toronto, ON Etobicoke, ON
  • 75.000-95.000 $ par an
  • Permanent
  • Temps-plein
  • Il y a 22 jours
Contact Centre ManagerWhy You Will Love Working with UsUkrainian Credit Union Limited (UCU) is an Ontario financial institution providing a full range of products and services to our Members. We are among one of the 20 largest credit unions in Ontario and have 14 branch locations throughout Ontario. For more than 80 years, UCU has served its broader community by supporting the maintenance and growth of Ukrainian cultural, educational, and community life in Canada.At UCU our vision is to become the preferred financial institution for Ukrainian Canadians and like-minded individuals, valuing integrity and shared aspirations. Our mission is to deliver outstanding member-centric financial services, actively support the diverse cultural and community endeavors of the Ukrainian and broader communities and be recognized as an ideal workplace for fostering financial well-being.UCU activities go beyond providing standard financial services by helping to build community. We do so by helping Ukrainian refugees and new Canadians. We donate to worthwhile causes, offer scholarships, and encourage our employees to volunteer. Our Ukrainian-speaking staff supports our Members and assists their integration into the Canadian banking system. Learn more at ukrainiancu.com.UCU's Contact Centre acts as a full‑service remote branch, supporting members across Canada and abroad. It is a core component of our Service Anywhere model, designed to deliver high‑quality, accessible financial services through phone, email, and digital channels. Our team is responsible for delivering comprehensive banking support, achieving strong service levels, and maintaining excellent Member satisfaction.The Impact You Will HaveWe have an exciting opportunity for a Contact Centre Manager to lead the growth and expansion of our Member Contact Centre that operates as a full‑service remote branch, supporting UCU's Service Anywhere model by delivering seamless service to members across all regions, including remote and out‑of‑service‑area members who rely exclusively on virtual channels. Reporting to the Manager of Virtual Branch & Business Services, this role interacts with multiple internal and external stakeholders and is a great opportunity to influence and shape the future of how UCU communicates and interacts with our Members.What You Will Do
  • Manage the Member contact centre team (5-10 individuals)
  • Assist in the creation and implementation of our 1-3-year contact centre strategy
  • Champion a strong First Contact Resolution (FCR) culture (target 70-80%), coaching agents to take full ownership of inquiries, minimize transfers, and deliver complete solutions within the first interaction whenever possible.
  • Act as a key Member to implement new Omni-channel technologies for our Members (online chat, SMS/Text, video calling, scheduling solution, and other innovative technologies), ensuring consistent quality across all interaction types.
  • Ensure strict adherence to authentication, privacy, compliance, documentation standards, and secure communication protocols.
  • Institute a KPI (Key Performance Indicators) program and reporting for contact centre team, ensuring all service level standards are met or exceeded.
  • Hire and on-board new team Members
  • Day to day management of contact centre. Allocate and balance agent workload across inbound/outbound calls, emails, wires, digital requests, follow-ups, and other daily tasks based on established workload mix standards.
  • Conduct regular performance evaluations of direct reports based on KPIs and Member call listening to provide ongoing coaching. Implement a structured QA monitoring cadence (3-5 evaluations/agent/month) and provide coaching on FCR, tone, accuracy, documentation, and compliance.
  • Hands-on supervisorial role: provide second level support and escalation for Members as required
  • Regular reporting of KPIs to senior management (daily, weekly, monthly)
  • Recommend areas of improvement for the contact centre to senior management
  • Provide upsell and cross sell coaching and training for contact centre agents
  • Assist in the growth of revenue for existing and new Members through the contact centre interactions by recommending additional products and services that meet member needs.
  • Continual upskilling and training of contact centre agents
  • Strengthen collaboration with branches and internal departments, coordinating warm handoffs and maintaining case ownership to reduce operational friction.
  • Demonstrate flexibility in hours of operation: may be required to work different shift times, and on weekends based upon the needs of the business
What You Will Bring
  • 3-5-years of Contact Centre Management.
  • Experience managing a contact centre that delivers end‑to‑end transactional and advisory support (banking preferred), including ownership of complex operational workflows.
  • Understanding of authentication protocols, regulatory requirements, privacy practices, and complaint‑handling standards.
  • Banking-related product knowledge and sales skills would be preferred.
  • Understanding of authentication protocols, regulatory requirements, privacy practices, and complaint‑handling standards.
  • Preference for post-secondary degree completion: university or college or equivalent experience
  • Strong customer service orientation with ability to meet or exceed Member expectations at every point of contact.
  • Ability to lead by example and ensure all team members share the same Member experience vision
  • Ability to coach agents on resolving inquiries fully within the first interaction, reducing repeat contacts, and facilitating warm handoffs only when necessary.
  • Enhance the Contact Centre communication by providing warm, friendly service at all points of contact which would include body language, verbal and written communication
  • A strategic thinker who can direct change and innovation, yet decisive in decision making, planning and monitoring for short and long-term results
  • Proven experience with making recommendations to senior management for change and improvements to processes
  • Strong technological skills: high proficiency in MS Office applications, CRM applications, contact centre solutions (preferably cloud based telephony)
  • Remote agent management experience would be asset
  • Experience in building a contact centre team and/or implementing tech solutions would be an asset
  • Experience in implementing KPI tracking and reporting
  • Excellent verbal and written communication skills; preference will be given to fluency in Ukrainian and English (verbal and written)
  • Able to present clearly and motivate others during team meetings, training and coaching sessions.
  • Professional appearance and communication style
  • Demonstrate empathy and patience to promote a caring culture
  • Excellent problem solving and decision-making skills with ability to lead and manage change
  • Proven attention to detail skills
Work EnvironmentEmployees of UCU enjoy an open work environment to allow for team support and collaboration. The office is located in West Toronto/Etobicoke and this role is fully onsite with some flexibility as required. Please note that this role will require some travel within the GTA as well as occasional evening or weekend work in order to accommodate meetings, team coaching, and community events.Job Vacancy StatusThis role is currently vacant, and the organization is accepting applications with the intention to hire as soon as possible.Hiring RangeThe anticipated hiring range for this role is an annual salary of $75,000-$95,000. Our competitive total rewards package also includes full benefits, a defined contribution pension plan, discretionary performance bonus, paid vacation, sick and wellness days, along with 2 paid volunteer days per year.USE OF ARTIFICIAL INTELLIGENCE - BY RECRUITERS & HIRING MANAGERSAt The Talent Company, people are at the centre of our recruitment process. While we may use artificial intelligence (AI) tools for limited administrative purposes (such as writing creative outreach messages, summarizing interview notes or transcribing reference checks) AI is never the decision maker. Resumes and candidate information are personally reviewed by our recruiters, and all hiring decisions are made by people who bring judgment, care, and expertise to each match. If a client's recruitment process involves a greater degree of AI use during their own interviews or assessments, we will communicate that to short-listed candidates so they are aware in advance. Our commitment is to use technology responsibly, while ensuring fairness, transparency, and respect at every stage of the process.USE OF ARTIFICIAL INTELLIGENCE - BY CANDIDATESWe recognize that candidates may choose to use artificial intelligence (AI) tools to support their job search, for example to refine writing style or gather research. While this can be appropriate, the information you provide in your resume, screening questions, and interviews must always be truthful and accurately reflect your own experience, knowledge, and competencies. AI should never be used to create or exaggerate credentials. Our goal is to understand the real you - your skills, your story, and your potential - so that we can make the best possible match between you and the organizations we serve.ACCOMMODATION & INCLUSIVITYAt The Talent Company, we recognize the value of different perspectives and experiences in prompting innovation, sparking creativity, and solving problems. As an equal employment opportunity organization, we do not discriminate against any employee or applicant for employment based on race, Aboriginal peoples, members of visible minorities, sex, age, national origin, religion, sexual orientation, gender identity, persons with disabilities and all other categories protected by law.We are committed to Equal Opportunities and welcome applications from all sections of the community. Please let us know by emailing recruitment@thetalent.co if an adjustment or adaptation is required at any stage to support you during the recruitment journey.

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