Job Description
The Canadian Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empower your team, drive exceptional customer experience, and achieve strong operational results. You will champion a culture of inclusion, engagement, and continuous improvement while playing a key role in the daily operations of the Contact Center.
**Responsibilities** :
+ Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.
+ Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.
+ Review and analyze performance metrics regularly to drive continuous improvement.
+ Implement service recovery actions in partnership with Contact Center leadership.
+ Coordinate team reporting and trends, providing insights and required actions to the Director.
**Responsibilities** :
+ Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.
+ Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.
+ Review and analyze performance metrics regularly to drive continuous improvement.
+ Implement service recovery actions in partnership with Contact Center leadership.
+ Coordinate team reporting and trends, providing insights and required actions to the Director.
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