Manager, Operations
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Company Summary
Come work for a company thats committed to the success of each and every employee. A place where innovators and collaborators come together and build on each others talents. Where diversity is welcomed and celebrated.
FCT provides industry-leading title insurance default solutions and other real estate related products and services to legal lending valuation and real estate professionals across Canada. With FCT you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues customers and communities.
Job Summary
We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge purpose and the opportunity to grow both personally and professionally in a team-oriented environment youll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business and we actively work towards it every day.
As Manager Operations (Call Center Manager) you will be responsible for the delivery of our business with a focus on customer centricity and leading and supporting your team in a high-performance environment. You will ensure the people and technology resources are in place to manage budgeted volume maximize profitability and meet expense budgets. The ability to motivate and inspire employees in alignment to FCTs culture values and core behaviors is essential especially during seasonal volumes. You will drive operational excellence by identifying and implementing process improvements and using data driven decision making to optimize workflows and service delivery with a focus on the customer experience.HERES HOW YOULL CONTRIBUTE:
- Manage the human capital required for meeting the needs of your division and business line ensuring all employees are onboarded trained and focused on the customer experience. Ensure ongoing training is in place to address new development opportunities.
- Monitor and take action on performance metrics such as call volume productivity statistics customer feedback data quality control and service levels to drive continuous improvement in processes and service delivery
- Provide leadership direction through performance management coaching and support for individual professional development
- Create an environment where employees can flourish and grow by promoting engagement inclusion recognition and opportunities for development
- Initiate and lead improvements to processes projects or tasks to improve the quality of the division and support FCTs strategic goals
- Meet expense budget requirements with a focus on continuous improvement to overall profitability and utilization of offshoring and technology to increase efficiency.
- Develop and maintain strong collaborative relationships with internal business partners to support alignment and shared success within National Operations
HERES WHAT YOULL BRING:
- Min 5 years experience in a Contact Center environment
- Min 5 years experience leading front-line high performing teams
- Advanced knowledge in data analytics and dashboards to identify trends and patterns
- Demonstrated understanding of call center metric calculations
- Demonstrated knowledge of Process Improvement
- Experience managing hybrid and fully remote contact center
- Bachelors degree in business administration or related field an asset
- Broad understanding of and knowledge of FCTs customer segments
- Broad understanding and knowledge of industry best practices in operations
- Good knowledge of customer service principles and experience in employee management
- Proven ability to plan and manage operational process for maximum efficiency and productivity
- Bilingual an asset but not required
Total Direct Compensation:
106700 - 130600Any pay range is in $CAD
HERES WHAT SETS US APART:
Through mentoring innovative tools and a variety of programs that engage and reward we empower each employee to be great and drive results.
Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials
Group retirement savings plan with company match
Paid holidays and generous paid time off
Hybrid work arrangements
Paid volunteer opportunities and charitable donation matching
Employee recognition programs that include referral incentives
Potential for performance-based incentives
The opportunity to participate in our stock purchase plan
And more!
*As per terms of the employment agreement
The Great Place to Work Institute has named FCT one of Canadas Top 50 Best Workplaces Best Workplaces in Canada for Financial Services & Insurance Best Workplaces in Canada for Women Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. Were also one of Achievers 50 Most Engaged Workplaces in North America.
By joining us you will not only be part of an award-winning organization you will be part of a workforce that is engaged and empowered to succeed.
Thank you for considering FCT. We look forward to meeting you.
In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act a request for accommodation will be accepted as part of FCTs hiring process.
To avoid any delays in the recruitment process if you require accommodation to apply please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.
FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment hiring placements transfers promotions training compensation benefits discipline and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race colour place of origin ethnic origin citizenship handicap (including mental and physical disability) sex sexual orientation gender identity and expression creed (religion) marital status family status (being in a parent/child relationship) age or any other basis prohibited by the applicable provincial or federal human rights legislation.
Required Experience:
Manager
Key Skills
About Company
At FCT we offer innovative processing solutions and title insurance for every stage of the real estate lifecycle. Learn more about what we can do for you.
