Manager, Contact Centre

Overview

Responsible for overseeing and managing a team of Contact Centre Associates ensuring that all customer interactions are handled efficiently, professionally and in compliance with company standards and regulatory requirements. This role focuses on day‑to‑day team performance, coaching and operational delivery, while supporting the Assistant Vice President in driving service excellence across the contact centre.

Responsibilities

• Manage and supervise a team of Contact Centre Associates in ensuring smooth daily operations.
• Monitor individual performance against KPIs such as service quality, call handling time, and customer satisfaction.
• Conduct regular coaching, mentoring, and feedback sessions to support staff development.
• Handle escalated customer issues that cannot be resolved at the Associate level, ensuring resolution in line with company guidelines.
• Oversee workforce scheduling, attendance, and a...