Job Description

Company Summary

Come work for a company that\xe2\x80\x99s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other\xe2\x80\x99s talents. Where diversity is welcomed and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you\'ll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.

JOB SUMMARY

As a Contact Center Operations Manager, you are responsible for meeting the needs of our clients through the effective direction and coordination of the Contact Center activities each day. You will manage a growing team of 25-30 Customer Service Representatives taking approximately 10,000-14,000 calls per month. You will manage resources to maximize the efficient operation and productivity of our inbound and outbound Contact Center team including workforce management, call queue management and balancing as well as shift management and coordination, training, and development.

The Contact Center Operations Manager is best suited to individuals who have a background in the Call Center industry with a passion for customer service, building processes, driving efficiencies, and managing change in an environment with stringent service level agreements.

HERE\xe2\x80\x99S HOW YOU\xe2\x80\x99LL CONTRIBUTE:

Provide leadership support for workforce management through identifying trends through Operational KPIs or critical business problems and recommend solution(s) for process improvements to enhance the customer\'s experience.

Development and implementation of Contact Center strategies and procedures in order to optimize staffing levels, call and process efficiencies and maximize productivity.

Manage the day-to-day activities of the Contact Center including workforce management, queue balancing, recruiting, training and development in order to meet and surpass SLA\xe2\x80\x99s.

daily supervision and monitoring of Contact Center activities to ensure team members are providing best in class service to clients on every call.

Provide insight in to call activities, queue management, staffing levels, service quality performance and productivity of Contact Center

Deliver actionable insights and recommendations through data analytics to senior management across the organization including sales, product, and service.

Provides ongoing coaching, direction, and feedback to team members via call monitoring/coaching and fosters an environment of continuous learning and improvement.

Participates and facilitates team and leadership meetings.

Recruiting, onboarding, training of new team members

HERE\xe2\x80\x99S WHAT YOU\xe2\x80\x99LL BRING:

5-8 years\xe2\x80\x99 experience managing in a Contact Center environment or in Contact Center Workforce Management (WFM)

3-5 years\xe2\x80\x99 experience leading front-line high performing teams

Strong analytical skills and demonstrated understanding of call center metric calculations.

Demonstrated knowledge and work experience with Genesys WFM or other comparable platforms.

Experience managing hybrid and fully remote contact center.

Strong leadership and team building skills.

Customer Experience focused with excellent verbal and written communication skills.

Ability to communicate to all levels competently and confidently in the organization including senior leadership.

HERE\xe2\x80\x99S WHAT SETS US APART:

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

Comprehensive benefits that include virtual healthcare and an Employee & Family Assistance Program

Group retirement savings plan with company match

Paid holidays and generous paid time off

Hybrid work arrangements

Paid volunteer opportunities and charitable donation matching

Employee recognition programs that include referral incentives

Potential for performance-based incentives

The opportunity to participate in our stock purchase plan

And more!

*As per terms of the employment agreement

*All new hires will be required to be fully vaccinated as a condition of employment, proof of vaccination will be submitted to the company upon hire.

The Great Place to Work\xc2\xae Institute has named FCT one of Canada\xe2\x80\x99s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We\xe2\x80\x99re also one of Achievers 50 Most Engaged Workplaces\xe2\x84\xa2 in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT\xe2\x80\x99s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.

FCT