Contact Centre Manager (Remote)

Boardwalk provides Canadians with a quality, comfortable, home living experience. We offer rental apartments and townhouses that come in a wide breadth of shapes, sizes and sets of amenities. We operate 33,000 units across Alberta, British Columbia, Ontario, Saskatchewan, and Quebec.Boardwalk recognizes our Associates as our most valuable asset. We are proud to provide competitive wages, profit-sharing, and amazing benefits like flexible group medical and dental, fitness reimbursement, training and development, group RRSP matching, rental discounts, and more.As a Remote Contact Centre Manager, you will play a crucial role in leading and overseeing the Contact Centre. The successful candidate will be able to accept ownership for effectively managing a team of Customer Service Representatives and Team Leader while keeping customer satisfaction at the core of every decision and behaviour.Responsibilities:Provide leadership, development, and coaching to Contact Centre Team Leader and Representatives.Contribute to the design and implementation of change programs and projects that impact the Contact Centre and identify areas of process improvement.Track and analyze our KPIs and associated reports with a view to continuous improvement.Actively engage in supporting team development, performance enhancement, and succession planning, through training, performance reviews, corrective action, growth & development plans.Maintain Contact Centre Knowledge Base with the assistance of the Contact Centre Team Leader.Conduct regular check-in sessions with the Contact Centre Representatives.Ensure effective and consistent communication throughout the team.Encourage feedback to enhance the overall Contact Centre experience.Build strong, effective, and Resident centric relationships with our fellow site-based Associates.Positively contribute to and drive Boardwalk's public reputation by your interactions.As a remote Associate, ensure your working hours are dedicated to your role and responsibilities by ensuring a quiet space free from interruption during your working hours.Ensure your equipment is always operational and seek support when it is not working properly.Experience & Technical Requirements:Experience in managing Contact Centre operations.Familiarity with computers and telephone, email, chat etiquette.Familiarity with Office 365 environment.Familiarity with CRM systems and practices.Familiarity with AI and Virtual Assistant flows and management.Ability to quickly adapt to new technology and an ever-changing rental market.A strong and reliable internet connection is required (to be determined upon hiring) - no public internet connections.Skills Required:Strong written, phone and verbal communication skills along with active listening skills in English and French.Customer centric mindset and adaptability to different personality types.Ability to multi-task, set priorities, and manage time effectively.Drive and determination to maintain and achieve monthly KPIs (Key Performance Indicators) as set by the Contact Centre Director.Must be analytical - able to analyze various options and take appropriate action.Capacity to lead team members.Understanding and managing emotions, both your own and those of team members.Building positive relationships and resolving conflicts effectively.Must be able to work well within a team virtual environment as well as independently.Possess a quiet, uninterrupted workspace free from background noises and distractions.Understand that leadership is service and requires a profound awareness of respect and humility.Interested applicants are invited to submit a cover letter and resume.We would like to thank you in advance for your application, however, only those candidates who are being considered will be contacted. Offers of employment will be contingent on satisfactory Security Background Checks, Reference Checks, and Post-offer/Pre-employment Physical Testing where applicable.Diversity, Equity and Inclusion Commitment StatementWe are committed to attracting and retaining a diverse team that will honour and celebrate your experiences, perspectives and unique identity regardless of age, ethnicity, race, colour, abilities, religion, socio-economic status, culture, gender, sexual orientation, gender identity and gender expression.Together, our communities strive to create and maintain working and learning environments that are inclusive, equitable and welcoming.

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