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Chartwell Corporate Office

Senior Manager, Client Call Centre

Job Type: Full-Time
Date Posted: November 14, 2013

The Senior Manager, Client Call Centre is responsible for the building of the leadership of a small internal, inbound contact centre (phone and email).  The main objective of the role is to drive lead conversation; convert incoming inquiries to scheduled personal home visits. 

The ideal candidate possesses:

  • Bachelor’s Degree, with 5-7  years’ of contact centre experience
  • Experience leading teams and developing people
  • Knowledge of key contact centre metrics
  • Start-up assignment experience highly preferred
  • Managing, coaching and training adults
  • Experience in sales and customer service
  • Experience working with seniors highly preferred
  • Effective and resourceful problem solving skills combined with the ability to work independently as well as part of a team of multidisciplinary professionals
  • Time management skills, including the ability to adhere to schedules and manage processes
  • Coaching for high performance
  • Effective communication, oral and written
  • Ability to plan, organize, and execute sales plans and programs
  • Computer literate with knowledge of related software programs
  • The ability to communicate professionally in English and French in both their verbal and written exchanges is preferred;
  • Must be prepared to respond to emergency situations
  • Must be willing to work the hours necessary to best respond to sales traffic (including; days, afternoons, & evenings, and all days of the week; Saturdays & Sundays) thus ensuring optimal occupancy
  • Successful candidates must provide a current criminal record check and vulnerable sector search 

Practising our corporate values of R.E.S.P.E.C.T., the successful candidate’s responsibilities will include, but are not limited to, the following:

  • Lead the Customer Call Centre sales team, delivering exceptional results, meeting and exceeding performance targets for New Contracts to Personal Visits
  • Act as an expert contact centre consultant to the organization in setting up a small and high-performing contact centre
  • Benchmark, implement and meet targets for AHT, Service levels, sales leads and quality;
  • Manage the daily running of the call centre
  • Assist with the development of operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
  • Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;
  • Organize staffing, including shift patterns and the number of staff required to meet demand
  • Coach, motivate and retain staff; coordinate bonus, reward and incentive schemes
  • Perform call monitoring to ensure the delivery of a consistent Value Match sales process;
  • Review the performance of staff identifying coaching and training needs anticipate in strategic planning and sale process
  • Coordinate staff recruitment and hiring partnership with HR staff
  • Drive the developing of Call Centre Employee basic training and Value Match sales process training;
  • Create and maintain knowledge management documentation: procedures, information libraries
  • Record statistics, user rates and performance levels of the centre and preparing reports
  • Handle the most complex customer complaints or enquiries
  • Liaise with Senior Management, HR, Training and Development, Operations and third parties to gather information and resolve issues
  • Maintain up-to-date knowledge of industry developments and involvement in networks
  • Ensures the confidentiality of information relating to residents, families, colleagues, prospective residents, and Chartwell Retirement Residences, etc.;
  • Is aware of employee and supervisor’s responsibilities;
  • Follows all health and safety policies and procedures;
  • Works safely to reduce the risk of injury to self, co-workers, and residents;
  • Is alert to, remedies, and promptly reports all actual or potentially hazardous situations;
  • Wears personal protective equipment (or clothing) as required by task, MSDS, or residence policy;
  • Practices our corporate values of R.E.S.P.E.C.T.;
  • Other related duties, as assigned

Please quote reference number: A1MK-MCCS

 

Please forward your cover letter and resume, in confidence, to:
Human Resources, Corporate Office
Email: careers@chartwell.com

We thank all applicants for their interest in Chartwell Retirement Residences.
Please be advised that only those invited to an interview will be contacted. No phone calls, please.

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