Team Manager, Member Connect

Team Manager, Member Connect

DUCA is looking for a Team Manager to join our dynamic Member Connect team!

Job Purpose & Summary

The Team Manager, Member Connect is responsible for directing and overseeing the daily activities of the Member Connect Representative (MCR) to ensure they are productive and deliver a Best in Class Member Experience in all Member interactions.

Key Accountabilities & Duties

• Act as a change agent supporting DUCA strategic goals and initiatives
• Translate Business unit targets into clearly defined expectations for the MCR’s promoting a positive work environment that is engaging and challenging
• Act as a Subject Matter Expert and liaison with other internal business partners, supporting MCR’s in resolving Member inquiries and issue resolution by phone and written interactions
• Provide coaching support to their team of direct reports to achieve best in class results, reviewing Team Lead regarding MCR areas for improvement and productivity reports
• Support inquiries requiring supervisory overrides
• Direct and assist MCRs with various types of deferred customer inquiries that require research and follow-up action
• Act as next level support for escalated Member issues and concerns
• Provide focused coaching with regards to telephone conversations and written communications between MCRs, Members and internal business partners
• Provide Senior Leadership with feedback on Business Unit performance and areas for improvements with recommendations
• Monitor queue status altering MCR’s as required
• Conduct monthly call quality evaluations reports for MCRs, discuss evaluation with employees, and make any necessary recommendations for improvement
• Address absenteeism and tardiness of MCRs
• Prepare and update Member Connect shift schedules, ensuring resources are properly allocated and escalating to Senior Leadership where there is a gap
• Address employee concerns, escalating as required
• Hire and onboard new employees
• Co-ordinate and conduct new hire training
• Analyze monthly Contact Centre performance against KPI’s and provide monthly reporting of actual results against targets creating action plans/recommendations to improve results
• Conduct monthly team meetings to review employee engagement and solicit team feedback on process and procedure feedback and general wellness management, providing feedback to Senior Leadership
• Participate in business partner calls and meetings
• Prepare mid-year and year-end performance reviews
• Other duties as assigned

Occupational Experience & Education Requirements

• Degree in Business Administration or related program, or equivalent
• 5+ years of related customer service experience in increasingly progressive roles
• 3 years’ experience in a contact centre environment
• 4 years’ experience in financial services institution
• Prior contact center supervision experience considered an asset

Knowledge, Skills & Attributes

• Ability to multitask and remain calm under pressure, especially during periods of high volume
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Excellent decision-making skills with good judgment, people management and people development skills
• Strong ethics and integrity, dedication to a safe work environment and commitment to a diverse workforce
• Results oriented
• Detail oriented
• Proficient with necessary technology, including computers, software applications, phone systems etc., including Microsoft Office suite of products

 Working Conditions

• Contact centre environment

Hours of Operation

Mon to Fri: 8:00 AM to 8:00 PM
Sat: 9:00 AM to 5:00 PM

Department: Member Connect 

Primary Location: Corporate Office - 5255 Yonge Street, North York, ON 

Employment Status: Permanent Full-time

Hours per Week: 38

Job Grade Level: 8a

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.