17 Jan

Contact Centre Team Manager Jobs Vacancy in Hyperwallet Vancouver

Contact Centre Team Manager
Vancouver BC
17 Jan, 2018 30+ days ago

Hyperwallet Vancouver urgently required following position for Contact Centre Team Manager. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Contact Centre Team Manager Jobs Vacancy in Hyperwallet Vancouver Jobs Details:

Hyperwallet’s goal is to provide organizations with a frictionless, transparent, and reliable way to distribute funds to their global contractors, suppliers, and resellers. Built on a developer-friendly web and mobile payments technology, Hyperwallet’s payout platform unifies fragmented financial infrastructure in a singular environment. Our vision is to the pay the planet.
At Hyperwallet, we LOVE our customers, and we’re looking for smart, experienced, “can do” people with innate customer savvy to join our Customer Service Operations team. We value diversity, creativity, equal opportunity, and are always on the lookout for bright and talented individuals to join our team. We are proud to provide exceptional working conditions that include competitive salaries, a comprehensive benefits plan and a flexible working environment.
We’re looking for an individual who seeks challenge and change, thrives in a fast-paced environment, and is unrelenting in providing optimal customer experiences. Our goal is to have great ideas become products, services and ultimately phenomenal customer experiences.
We are looking for driven team players whose goal is to establish excellent customer based experiences with our company. Demonstrating a passion and dedication to your role will provide opportunities for personal and professional growth within Hyperwallet.
Job Purpose Summary
This Team Manager role is based in Vancouver working within the CS Operations department and reports to the Director of the Contact Center. The ideal candidate for this role has a combination of leadership experience, people focus, and they are used working in a fast paced, changing environment.
You will lead and manage our customers, team leads and CSRS within a 24*7/365 contact center that operates in 6 languages. Your key area of focus will be to manage day to day priorities in the Contact Center and ensure key performance standards and service levels are met. You will manage emerging customer issues by escalating and working with internal partners to resolve while ensuring minimal impact to customers. You have a strong ability to help those on your team set personal goals and develop the team through regular coaching and feedback sessions. You are committed to the overall quality of the customer interactions, making improvement recommendations and monitoring results.
This is a highly visible role, interacting across all levels throughout Hyperwallet’s organization. To be successful, you will need experience in managing a team and fostering a culture of providing exceptional customer experience. Attention to detail, the ability to communicate clearly, and a knack for developing practical solutions are a must. To excel in this role, you will need to develop a deep understanding of all facets of our business.
The primary responsibilities are outlined below. These should be viewed as a baseline, as this position will continue to evolve and grow to meet the ever-changing requirements/needs of the department.

Key Responsibilities and Accountabilities
Develop, support and mentor a team of customer service agents and team leads to ensure key performance indicators are achieved in terms of service levels, efficiencies and customer satisfaction
Monthly coaching with each team member or more if necessary to achieve efficient and quality performance of CSRs and team leads. Take a proactive approach to address any employee performance and attendance issues
Manage individual and team performance through ongoing coaching and feedback, huddles and team meetings. Identify and address any gaps and take corrective action as required.
Conduct quality reviews on team members monthly through call monitoring, reviews of chat and emails
Effectively handle and manage customer calls, chats and emails escalated from the Customer Service Agents and team leads
Provide leadership, direction and motivation to the Customer Service Agents, team leads
Team recruitment
Review and monitor the performance of employees and provide guidance to ensure they meet their job responsibilities and objectives
Work collaboratively with peers and other stakeholders to identify & implement solutions to continuously improve the customer experience for our customers and employees
Perform other duties as required

University or college degree required
Minimum 5 years of experience in Contact Center environment in a similar leadership role
Motivated and enthusiastic team player with a passion for improving the customer experience
Able to maintain composure within a fast paced evolving work environment
Demonstrated ability to effectively coach and motivate a team
Self-starter with demonstrated leadership ability
Results driven with creative approach to idea generation and problem solving
Generates suggestions for improving work and creating efficiencies
Able to establish and maintain effective interpersonal relationships across all levels
Good judgment and strong sense of initiative and personal accountability
Must be able to work flexible hours to cover hours of operation which include weekends and irregular hours within a 24*7/365 environment
Excellent oral and written communication skills
Strong organizational and time management skills
Ability to learn and adapt to changing systems and new technology
Intermediate proficiency with Microsoft Office
Ability to manage 15 or more team members.
Knowledge of International Payment networks such as SEPA, PAYMUL or ACH would be an asset
Bilingualism considered an asset

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