Contact | Search | Francais

Career Opportunities


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

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.

About us | Find a Residence | Living at Chartwell | Careers | Investor Relations
Material Copyright © 2009- Chartwell Master Care LP | Legal and Copyright | Website Privacy Statement