Posted On: 2017-12-21
Closing On: 2018-01-22
Location: Toronto, ON
Employment Type: Full-Time
POSITION: Senior Manager, Donor Contact Centre
REPORTS TO: Director, Donor Services
LOCATION: Toronto, ON
STATUS: Regular, Full-Time
Reporting to the Director, Donor Services, the Senior Manager, Donor Contact Centre is responsible for delivering exceptional customer service to our donors through the continuous improvement of the performance, quality and efficiency of the contact centre. The Senior Manager is a subject matter expert in customer service and related business and system processes.
DUTIES AND RESPONSIBILITIES:
- Leads the donor contact centre team to deliver exceptional customer service and deepen donor relationships.
- Manages the Donor Services contact centre technologies, including telephony and inquiry management system.
- Working with the Director, Donor Services, is accountable for setting and achieving revenue targets associated with contact centre by developing a customer service and sales management plan.
- Working with the Director, Donor Services, is responsible for meeting call centre financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions.
- Develops and implements contact centre operational plans and identifies day to day improvements by monitoring system performance, identifying and resolving problems, completing system audits and analyses and managing system and process improvement.
- Manages initiatives to identify, address and resolve key operational barriers within Donor Services contact centre.
- Designs and implement contact centre performance reporting including call volume metrics, quality metrics and service level management.
- Oversees the continuous quality assurance and training program for the contact centre.
- Provides regular status reports to leadership team and stakeholders and communicates any identified risks and recommendations as issues arise.
- Liaises with vendors related to call centre operations.
- Acts as a primary liaison between the Donor Services contact centre and the IT and Information and Solutions Management Departments with regards to contact centre and CRM technologies.
- Works closely with the Senior Manager, Gift Processing to ensure accurate use of the CRM databases by all Donor Services Representatives and facilitate additional training as required.
- Maintains professional and technical knowledge by tracking emerging trends in call centre operations management, reviewing professional publications and establishing personal networks.
- Works in compliance with the provisions of The Occupational Health & Safety Act and its regulations, and complies with the Society’s Health & Safety Policy.
- Other duties as assigned.
Staff Management Responsibilities
- Recruits, engages and retains qualified employees to meet business priorities.
- Provides a safe and healthy work environment for team members and relevant stakeholders.
- Ensures they work in compliance with The Occupational Health & Safety Act and its regulations and the Society’s Health & Safety Policy.
- Provides support and direction in the development, alignment and accomplishment of objectives through on-going performance feedback, recognition and coaching.
QUALIFICATIONS, SKILLS AND EXPERIENCE:
- Completion of related post-secondary education .
- Eight or more years of experience in contact centre management or related field.
- Strong experience in both inbound and outbound contact centre management environments.
- Demonstrated experience in a management/supervisory role with both local and remote staff members.
- Demonstrated achievement in operational improvements, new technology implementation and revenue generation.
- Expert knowledge of centralized telephony and inquiry management tracking in required.
- Knowledge of one or more of Raiser’s Edge, Luminate CRM, or SalesForce is an asset.
- Excellent computer skills, proficiency in MS Office (Word/Excel/Outlook).
- Demonstrated experience in relationship building in a multi-level national organization with interdepartmental coordination and cooperation would be an asset.
- Excellent written, analytical, organizational, planning and communication skills.
- Ability to multi-task and deal with high work volumes.
- Strong analytical and negotiation skills.
- Bilingual French/English is an asset.
Please note that in keeping with the mandate of the Canadian Cancer Society to model and promote healthy lifestyles, employees are not permitted to smoke in or about Society premises or while carrying out CCS business.
- Office environment with occasional requirements to work outside of regular office hours.
- Occasional day/overnight travel.
- Handles confidential information on a regular basis.
- Criminal reference check required.
WHAT WE OFFER:
CCS offers meaningful opportunities to make an impact in the fight against cancer. We are committed to fostering a culture that is inspiring, supportive and exemplifies our core values:
CARING COURAGE INTEGRITY PROGRESSIVE
In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.
Qualified candidates are invited to submit their resume, cover letter and salary expectations by January 5th, 2018.
Click Here to Apply
You can also find this job listed on the careers section of our website at www.cancer.ca
We thank all candidates for their interest and advise that only those selected for an interview will be contacted.
The Canadian Cancer Society is committed to employment equity and encourages applications from all qualified candidates. CCS will make available reasonable accommodations for people with disabilities upon request.