Reporting to the Vice President, Automotive Services, the Contact Center Manager is responsible for leading and managing the operations of CAA Atlantic's inbound Member Contact Center, ensuring the delivery of exceptional service to members while driving operational efficiency, employee engagement, and the adoption of automation. This role includes overseeing the supervisory team, 3 supervisors, implementing strategic initiatives, and continuously improving processes to meet performance goals and enhance the member experience.The ideal candidate will demonstrate strong leadership, a data-driven approach, and a passion for optimizing service delivery through innovative technology and automation.
Working Conditions:
- The role operates in a fast-paced contact center environment and may require occasional evening or weekend availability.
- Travel will be required for training, conferences, or regional support.
- Ability to conduct presentations
- Manual dexterity required to use desktop computer and peripherals
- Overtime as required
Leadership & Team Management:
- Lead, mentor, and support a team of supervisors and member service representatives to achieve operational goals and maintain a high standard of member satisfaction.
- Foster a positive, inclusive, and high-performing work environment.
- Develop and execute training programs to enhance employee skills and career development.
- Conduct regular performance reviews and provide actionable feedback to improve individual and team performance.
- Ensure compliance with Health & Safety practices and policies. Complete safety incident reports, support incident investigations, and provide recommendations to Safety team to minimize risks.
Operational Oversight:
- Oversee the day-to-day operations of the contact center, ensuring adherence to service level standards and performance targets.
- Monitor and manage contact center KPIs, including average handle time, first call resolution, abandonment rate, and member satisfaction scores.
- Analyze call volume patterns and optimize scheduling, staffing, and resource allocation.
- Develop and implement strategies to address peak demand and ensure seamless service delivery.
Automation & Technology Integration:
- Drive the adoption and integration of automation technologies, including IVR (Interactive Voice Response), chatbots, and AI-powered solutions, to improve efficiency and enhance the member experience.
- Identify and implement opportunities to streamline workflows through technology and reduce manual processes.
- Collaborate with IT and vendors to ensure successful deployment and ongoing maintenance of automation tools.
- Measure and report the impact of automation initiatives on service levels and operational costs.
Process Improvement & Strategic Initiatives:
- Identify and implement opportunities to enhance processes, workflows, and systems to improve efficiency and member experience.
- Collaborate with other departments, such as IT, Marketing, and Member Services, to align initiatives with organizational goals.
- Lead projects focused on continuous improvement and innovation in service delivery.
Member Service Excellence:
- Promote a member-first culture by ensuring all interactions reflect CAA Atlantic's values and commitment to quality.
- Resolve escalated member concerns and ensure issues are handled promptly and effectively.
- Implement quality assurance programs to monitor and improve service delivery across all channels.
Reporting & Analytics:
- Provide regular reporting on contact center performance, trends, and areas for improvement to senior management.
- Use data-driven insights to recommend and implement solutions to enhance service delivery and operational efficiency.
- Track and report on key metrics, ensuring transparency and accountability.
Budget Management:
- Develop and manage the contact center budget, ensuring cost-effective operations while maintaining service quality.
- Identify opportunities for cost savings without compromising member satisfaction.
Education & Experience:
- Bachelor's degree in business administration, customer service management, or a related field.
- 5+ years of experience in contact center operations, including 3+ years in a leadership role.
- Proven track record of managing teams and driving performance improvements.
- Experience implementing and managing automation solutions in a contact center environment.
Skills & Competencies:
- Strong leadership and interpersonal skills with the ability to inspire and develop teams.
- Excellent communication and presentation skills, both verbal and written.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Problem-solving and conflict-resolution skills.
- Proficiency in contact center tools, CRM platforms, and automation technologies.
Preferred Qualifications:
- Experience leading digital transformation initiatives.
- Knowledge of CAA's services and membership programs is an asset.
- Project management certification or experience is a plus.
Find out more about life at CAA Atlantic by watching this short video on YouTube: Hidden Gems: Working at CAA Atlantic
To learn more about the CAA Atlantic employee experience visit our Careers Pages:
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