Manager, Retirement Contact Centre
Manulife•Montreal, QC
•CA$65,850 - CA$109,750•Hybrid
About The Position
The Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empower your team, drive exceptional customer experience, and achieve strong operational results. You will champion a culture of inclusion, engagement, and continuous improvement while playing a key role in the daily operations of the Contact Center.
Requirements
- Strong expertise in contact centre operations, KPIs, workflows, and people management.
- 3–5 years of leadership experience in fast‑paced customer service environments.
- Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word) and related business systems.
- Excellent communication, interpersonal, analytical, decision‑making, and problem‑solving skills.
- Strong organization and multi‑tasking abilities, with a demonstrated commitment to quality, risk management, and effective staff/customer relationship management.
Nice To Haves
- Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
Responsibilities
- Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.
- Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.
- Review and analyze performance metrics regularly to drive continuous improvement.
- Implement service recovery actions in partnership with Contact Center leadership.
- Coordinate team reporting and trends, providing insights and required actions to the Director.
- Manage complex escalations and collaborate with customers, clients, and internal teams as needed.
- Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments.
- Support hiring, onboarding, internship programs, business unit updates, projects, and act as backup for other leaders.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy
- wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada includes holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
