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Communication Centre Manager in Abbotsford at Computershare, Inc

Date Posted: 8/29/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Abbotsford
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/29/2018

Job Description

Computershare (ASX:CPU) is a global market leader in transfer agency and share registration, employee equity plans, proxy solicitation and stakeholder communications. We also specialise in corporate trust, mortgage, bankruptcy, class action, utility and tax voucher administration, and a range of other diversified financial and governance services.


The Investor Contact Centre is the division within our Operations that is directly responsible for the delivery of telephone based customer services to the shareholders, investors, members or customers of Computershare’s clients. These services are predominantly inbound, but some outbound activity is required.


Correspondence is the division within the Communication Centre that is directly responsible for the delivery of specialised customer services to the shareholders, investors, members or customers of Computershare’s clients. These specialised services include written and web-chat/email correspondence.


We are looking for an experienced individual to manage our Investor Contact Centre and Correspondence teams. This role will require you to ensure the delivery of service excellence, carry out the efficient management of staff and resources, as well as take responsibility for the achievement of overall business/corporate objectives.  You will work closely with Workforce Planning, Learning and Development, Recruitment and Project Teams.


Key Responsibilities (including but not limited to):

  • Providing great leadership, direction and support with a focus on staff engagement, capability development, alignment and sustainability of outputs
  • Ensuring service standards, quality standards and other service delivery metrics are met for both business as usual communication centre work and campaigns
  • Taking responsibility for identifying improvement opportunities and ensuring they are evaluated and implemented successfully
  • Building and maintaining internal and external stakeholder relationships
  • Meeting all required management responsibilities, including project management, budget management, and compliance
  • Oversee offshore team
  • Operational P&L
  • Ensuring processes and procedures are in compliance with our standards

About You:

  • Experienced in leading Contact Centre teams
  • Experience in people management; individual and team goal setting, performance management as well as coaching, mentoring and career development of staff
  • Previous client and stakeholder management experience
  • Knowledge of Contact Centre systems and telephony
  • Experience in Omni-channel and campaign management
  • Experience in process improvement initiatives
  • Experience within financial services is useful but not essential

Benefits

  • The opportunity to work for a large global corporation (over 16,000 employees)
  • Great discounts and benefits across from various companies
  • Access to our award winning Employee Share Plan

 To apply click on the apply button and follow the application process. 


Computershare embraces diversity and encourages applications from people with disability. Candidates will have the opportunity to request support or reasonable adjustments during the recruitment process in order to demonstrate their ability to meet the inherent requirements of the job.


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