Manager, VIA Customer Centre

 Reference Number : 604 

Status : Permanent - Full-time  

Annual Salary / Hourly Rate : $79 169 - $97 797

Number of positions to be filled : 1 

Application Deadline : 12/29/2024

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility. 

Reporting to the Senior Manager, the Manager is responsible for managing and developing a team of Contact Center agents to achieve performance and sales objectives, while ensuring employee involvement to achieve a highly engaged team.

Responsibilities :
 

• Coaches agents to ensure the delivery of memorable, positive customer experiences and for the optimization of sales. Reviews best practices in a personal or group environment to maximize learning. Obtains agents' input on key performance indicators to include in coaching plan, including call monitoring tools and customer survey results;
• In support of the VCC's performance objectives, clarifies and communicates performance expectations with agents (includes service, sales, availability and attendance). Monitors and analyzes agents' daily performance, periodically providing feedback and taking action, where required, to ensure established service levels and objectives are met and exceeded;
• Plans and organizes team meetings to brief agents regarding product changes, new services and/or work related process and system changes, ensuring the team is properly informed and equipped to assume its roles and responsibilities. Motivates agents to achieve goals and celebrate their success in reaching important milestones. Provides the necessary guidance and support to resolve problems that impact the team's performance levels;
• Acts as a change agent and champions new initiatives and process improvements. Solicits employee input / involvement in all changes affecting them with the objective of creating a highly engaged workforce. Communicates objectives of new initiatives, reviews and adjusts action plans, and follows up on issues and recommendations during the course of the implementation phase;
• Interfaces with HR and LR for all employee-related matters. Manages employee performance and conducts investigations in accordance with corporate policy and the terms of the Collective Agreement.
• Recommends and implements corrective actions, where required. Works closely with the Corporate Disability Management group to evaluate disability claims and address requests for accommodation.

Requirements :

• Bachelors' degree in business or related field;
• Minimum of 5 years of relevant work experience in a Contact Center, preferably in a unionized environment;
• In depth knowlede of a Multi-Channel and CRM solutions;
• Familiar with Canada Labour Code, Health Canada, Human Rights, SMS regulations and Official Languages;
• Open to work weekends and holidays on a rotational basis;
• Fully Bilingual (French and English).

Competencies:

• Has strong customer service orientation. Plans and sets priorities for employees to meet short-term goals;
• Demonstrated strong problem-solving skills. Leads team in response to short-term changing priorities and allocates resources accordingly;
• Possesses strong analytical skills. Demonstrates a strong understanding of metrics and data, with ability to pinpoint key areas of development, as well as strengths, in agents' performance;
• Excellent verbal & written communication skills in both official languages, with ability to provide clarity and understanding on initiatives to the team and other corporate contacts;
• Has demonstrated ability to effectively coach and manage a team. Builds team skills to work effectively within own team and fosters collaboration amongst team members;
• Self-motivated with the ability to handle multiple projects, deadlines and stressful situations independently. Remains calm under pressure;
• Supports a culture of innovation and curiosity, encouraging employee participation in initiatives aimed at improving the work environment or customer satisfaction.

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.

If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know. Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.

Note that we will only contact those who are selected for an interview.

Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel!