Job Description

VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO XXXXX Ontario,X0X 0X0


The role of the Customer Care Leader is to drive associate development and engagement by providing day to day direction and guidance to a team of front line Ambassadors. Based on established standards, the Customer Care Leader manages employee performance, provides feedback, coaching and ongoing development in support of outlined KPO's and performance targets

Manage all aspects of associate performance including attendance, schedule adherence, coaching to soft skills, service levels and quality standards in compliance with TICO regulations and outlined guidelines to meet KPO and 3i standards Accept accountability for team's overall performance and hold Associates accountable for performance results. Consistently looks for ways to improve the Collector Experience Positively influence the culture in Customer Care by providing strong leadership, collaborating and creating an environment that promotes personal and professional growth Foster and support a teamwork environment at all levels as a means to achieve Customer Care objectives and defined goals Continually recognize and reward individual and team contributions (direct reports, peers, Leadership team etc.) in order to celebrate results. Contribute positively to the change process and visibly support decisions once they have been made, communicating changes and implementing change management activities with the team Proactively engage and work collaboratively with business partners to resolve Collector impacting issues including privacy and legal issues while supporting financial targets and business needs Identify and initiate process improvements with the goal of improving the Collector Experience Continually refine established guidelines for issue resolution and communicate regularly with CC Leadership to ensure resolution consistency and policy alignment Project involvement to represent Customer Care Work closely with CC Leadership team to identify continuous improvement opportunities Identify and coordinate with Training and Development or external suppliers when additional training is required to address skill or competency gaps Collaborate with Training and Development for KM updates as required Work with Communications Team to draft and publish DN's as required Investigate any security or fraud related Collector Account activity with key stakeholders from across the Business - Privacy, Legal and Fraud Teams accordingly Work with Rewards as required to support Collector Liaise with RTO on an ad hoc day of exceptions and updates regarding Ambassador attendance, RTA adherence related activity, etc Collaborate with WFP to optimize off phone activity to achieve overall SVL goals. Any payroll related issues or exceptions requested also are discussed

Key elements of the role:

Thorough knowledge of Contact Centre Business and Operations Strong initiative, forward thinking and creative problem solving skills Ability to communicate effectively and professionally both verbally and in writing, with all levels within L1 Solid analytical skills, ability to analyze call centre reports and metrics Very strong leadership skills, coupled with the ability to lead, motivate and inspire a team of up to 15 direct reports in a multi-skilled environment Adapts well and support direct reports through frequent changes, delays and unexpected events

Salary:

$54,500.00 - $101,500.00

Pay Type:

Salaried


The above represents BMO Financial Group's pay range and type.


Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.


BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.


As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.


To find out more visit us at https://jobs.bmo.com/ca/en


BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.


Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.