Great Opportunities. Great People. One Company, Infinite Possibilities. Are you a talented, motivated individual who thrives in an environment powered by entrepreneurial spirit and an inspired vison for the future? We want you on our team! Anyone can recognize good customer service. But can you deliver exceptionally ultra-fantastic awe-inspiring customer service and coach others to do the same? We sure hope so, because we\xe2\x80\x99re looking for someone who thrives in delivering best-in-class customer service to join our growing team. You\xe2\x80\x99re a natural leader with the ability to coach others. You take pride in your work and know that relationships matter. You know how to support and drive a team to excel in their positions. You\xe2\x80\x99re a multitasker and can manage the day to day operations of our various teams and the Contact Centre. Above all, you know how to provide an outstanding customer service experience. Our business is growing faster than the traffic on Deerfoot, and we\xe2\x80\x99re looking for an outstanding Manager to help lead our Customer Contact Centre. We\xe2\x80\x99re not building an ordinary contact centre. We\xe2\x80\x99re creating a unique environment, that needs a lead that brings energy and thrives in a fast-paced atmosphere. You will be fully engaged and busy from the first day and we guarantee there will never be a dull moment. R\xc3\xbcmi, Powered by ATCO islooking for a skilled Customer Contact Centre Manager who can lead our people to better performance and improve service quality. The Manager will assist in establishing Contact Centre objectives, provide Team Leads and representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze contact centre data, and focus on improving performance and processes to better support customers. To be a successful Manager, you should be focused on improving your teams by creating a welcoming and motivating environment for your people. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor. The role also entails strong leadership skills in coaching, motivation, and a functional hand on, roll up your sleeves kind of approach. RESPONSIBILITIES

• Deliver and support operation excellence to ensure our customers, business and people are looked after
• Be a culture champion by promoting and fostering all elements that drive our corporate culture
• Provide leadership and strategic direction to various operational teams in Contact Centre
• Work with other Contact Centre leaders/teams to achieve service level and other operational metrics
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to the Contact Centre
• Actively involved in building customer service enhancements and process improvements.
• Mentors, develops, and guides team members to maximum service value to customers
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis
• Ensure the most effective resource plans are developed and achieved
• Understand and effectively leverage best practice change management methods, tools and approaches to create an effective change plan to manage key change risks associated with deploying projects
• Oversee the development of the training and quality programs to support agent knowledge and experience
• Develop recommendations, prioritize issues and develop innovative solutions by collaborating with internal stakeholders
• Ensure compliance with regulatory guidelines and standards
• Acts as the point person for Team Leads and manages operational logistics
• Engage with external partners supporting Contact Centre business

QUALIFICATIONS

• Minimum 8 years\xe2\x80\x99 experience in a contact centre
• 5+ years of contact centre managerial experience with track record of delivering on results
• Bachelor\xe2\x80\x99s degree in Business or Mathematics. Master\xe2\x80\x99s degree preferred
• Must have expert knowledge of contact centre operations and functions, as well as business processes
• Highly developed interpersonal and people management skills, including ability to interact with and influence people at all levels
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Strong coaching and leadership skills, ability to motivate employees
• Decisiveness and attention to detail
• Proven experience in change management and communications excellence
• Excellent service philosophy and understanding the challenges in providing superior customer experience

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted. Final candidates will be required to undergo a Security Clearance Check. ATCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. WHO WE ARE: ATCO is a diversified global corporation delivering comprehensive solutions and service excellence in Structures & Logistics (workforce housing, innovative modular facilities, construction, site support services, and logistics and operations management); Energy Infrastructure (electricity generation, transmission, and distribution; natural gas transmission, distribution and infrastructure development; energy storage and industrial water solutions; and electricity and natural gas retail sales); Transportation (ports and transportation logistics); and Commercial Real Estate. ATCO is community-based with global reach and, over the course of our 70-year history, we\xe2\x80\x99ve worked in more than 100 countries developing reliable integrated solutions. Our history has been shaped by imagination, courage, perseverance, and integrity \xe2\x80\x93 qualities that we seek in all potential employees. To learn more about what makes ATCO a one of a kind employer click hereto see all that we have to offer. Job Type: Full-time Schedule:

• Day shift

Work Location: In person Application deadline: 2023-04-19