Requisition ID: 91577
Join the Global Community of Scotiabankers to help customers become better off.
The Manager, Customer Care, Bilingual is responsible for leading and developing a team of approximately 17 employees – subject matter experts, with sound problem resolution skills handlinglive customer calls.
The Manager’s primary focus will be to coach a team of Customer Care Advisors (CCA) and act as thefirst line of contact for Customer Care Advisors, ensuring they are customer-focused, high performing teams that deliver excellent customer experiences and drive change and innovation. Approximately80% of the Manager’s time is spent on Coaching.
The Manager is responsible to provide coaching, direct leadership, expertise and guidance to theCustomer Care Advisors as it relates to customer service behaviors, product knowledge, process andpolicy support and system functionality.
Leads and oversees the Ottawa Campus and Contact Centre ensuring business strategies, plans andinitiatives are executed / delivered in compliance with governing regulations, internal policies andprocedures.
1.Superior leadership and coaching to motivate and develop individual Customer CareAdvisors performance on the service team by:
2. Actively promote the delivery and achievement of industry leading customer service by:
3. Contributes to the maximization of the Contact Centre efficiency by:
The incumbent works in a 24/7 Contact Centre environment, in which extended/non-standard operating hours are required to accommodate service level agreements. As such, the incumbent may be requested to work overtime during peak, statutory and general holidays and/or periods of increased volumes. The incumbent’s shift may change, with notice, to better support business needs. Work in a standard office-based environment; non-standard hours are a common occurrence.
Location(s): Canada : Ontario : Ottawa
As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. Our employees are committed to a superior customer experience and use the Bank’s six guiding sales practice principles to ensure they act with honesty and integrity.
At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.