Job Title

Manager, Customer Experience and Direct Sales Join to apply for the Manager, Customer Experience and Direct Sales role at AMA - Alberta Motor Association The Opportunity When you recall the best Call Centre experience you ever had, you cant help but think, How would I have done it even better? Putting smiles on peoples faces even over the phone is just what you do. Youre an excellent communicator who listens when people talk; and when you talk, people listen. For you, its all about coaching a team to deliver results, and the satisfaction of resolving service challenges with innovative solutions. We love that about you. Leadership Is Your Calling Lead the team with a coaching mindset, delivering high-quality service and supporting the customer experience at every interaction. The Team Youve Been Looking For Bridgewater Bank is more than a financial institution; were a team of passionate people who care deeply about helping others succeed. Unlike traditional banks, we have no branches. Competitive salary and flexible benefits Employerpaid retirement savings program Employeeexclusive discounts on travel, insurance, memberships, and more Free travel medical insurance for you and your immediate family Ongoing professional development Flexible work models that make sense for your lifestyle Who You Are Youre a born problemsolver with a knack for analyzing issues and finding the perfect solution. Youre a supportive coach who enjoys collaboration. Bringing out the best in others brings out the best in you. You believe in accountability and always lead by example. Deadlines are never missed. Youre an expert juggler whose talent for multitasking keeps strategic priorities moving forward. Youre a champion of customer experience. Seriously, the Olympics just need to create a category for it! How Youll Make An Impact Report to the Director, Service and Operations. Ensure exceptional service delivery in a Contact Centre environment. Lead the Customer Service and Direct Sales team to deliver highquality, timely products and services in accordance with Bridgewaters goals and objectives. Communicate performance expectations and hold employees accountable for results. Coach employees to succeed in their roles including recruitment and training of new employees. Support Bridgewater Bank as a telephony expert, and act as a liaison to AMA Telephony. Prepare and enact, when necessary, a BPC plan for CEC and Direct Sales. Administer the Banks call recording program and escalation platform (ECHO), while providing employees with support in both system usage and escalation handling. Help identify customerrelated issues and develop positive customer options. Investigate and report privacy concerns. Act as the primary point of contact for the Banks fourstep escalation process at Level 2, and support ombudsman at Level 3. Ensure an optimal renewal process for our mortgage and direct deposits customers. Manage headcount for CES, Direct Sales, and Admin Reception according to staffing budget. Ensure collection of all fees by the CEC and Direct Sales team. Assist existing customers in changing their mortgage when facing life events and home changes to ensure continued revenue for the Bank. What You Bring To The Table You have postsecondary education in a relevant field, such as commerce, business management or finance or the equivalent combination of education and experience. You have at least 10 years experience supervising successful teams in a fastpaced customer service and sales environment. You get Brownie points if you have advanced understanding of financial performance metrics, and experience working in the financial services industry. Youre proficient with such software programs as Microsoft Office Pro (especially Excel), Outlook, Visio, Wealthview, and Contact Centre software (recording, scheduling and reporting programs). Youre no newbie in a Contact Centre. Your CV includes experience working with telephony applications and multichannel service delivery. You can share examples of your ability to be detailoriented yet still see the big picture when it comes to process and systemrelated issues. Analytics are where you shine! You have experience with queue management and design. Youre fluent in conflict management and have a demonstrated knack for resolving escalated customer issues. Belonging Matters Here AMA is committed to providing an inclusive, respectful, and accessible environment. If you require an accommodation at any time during our recruitment process, please contact . Well work with you to feel supported throughout your journey with us. Work Model InOffice #J-18808-Ljbffr