Job Description
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 i dentify 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.
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Ready to shape the future of our communities? Come work with us and learn where doing what you love means never working a day in your life!
Deeply rooted in family spirit and humility, Boardwalk’s five core values of integrity, associates, teamwork, customer service and social responsibility are more than just words - they are a way of life. Coupled with our Golden Foundation of ‘treat others as you would like to be treated,’ ‘be good,’ ‘love community’ and ‘have fun,’ we believe in happiness and creating the most memorable experiences for both our Associates and Resident Members, continually looking for new and innovative ways to enhance and strengthen all our Boardwalk communities.
We hope these values speak to you as they speak so meaningfully to us!
As we continue to grow, we remain unwavering in our commitment to providing Resident Members with the best quality rental communities. This same commitment means Boardwalk is always seeking individuals who have a positive attitude, are energetic and passionate, self-driven, productive, have the capacity to deliver high-quality results and who believe in the power of teamwork.
Together, with you as part of our team, we will continue to create meaning every day for those who choose to call Boardwalk home.
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Diversity, Equity and Inclusion Commitment Statement
We 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.
We believe every Associate in our team enriches our diversity by exposing us to a broad range of values, customs and experience to better understand and engage with the world around us, identify challenges, so as to discover, design and deliver solutions together.