Job title: Manager, Contact Center Systems Enablement

Company: Aviso Wealth

Job description: Job Description:

Aviso Wealth:

At Aviso Wealth, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso Wealth has to offer at .

The Opportunity:

We’re looking for a Manager, Contact Center Systems Enablement to join our Client Solutions team.

Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office. Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 151 Yonge Street, Toronto, ON.

Reporting to the VP, Customer Service Experience the Manager, Contact Center Systems Enablement is responsible for assisting in key technology and telephony system as well as helping to define requirements for continuous improvements and optimization of our tools rooted in business needs, voice of the customer and voice of the employee data. In this role, you will also work with our partners to ensure our systems are running and effective for each of our employees and in turn, our customers. There are no direct reports at this time but that may change over time. This is a key role in enabling Aviso’s customer service experience vision that requires a high degree of cross-functional collaboration with internal and external partners, direct and indirect influence, and project management.

You will be a key part in ensuring that Aviso is providing unparalleled service and support to our customers. This requires someone who is highly focused with a strong understanding of what makes customer service great.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• Responsible for assisting in key technology and telephony system as well as helping to define requirements for continuous improvements and optimization of our tools rooted in business needs, voice of the customer and voice of the employee data
• Partner with the leadership team to fully leverage the various tools our teams use from day to day in a way that both makes our employees and our customers lives easier
• Partner with the leadership team to evolve a contact centre in an organization aligned to a highly customer centric CX vision. It is all about the customer from design to servicing
• Coach our front-line customer service team and ensure they are supported, respected, communicated and included in all of our quality activities. Treats our front line team as your “customers”
• Work with our partners to ensure our systems are running and effective for each of our employees and in turn, our customers
• Partner with other departments to ensure strong two-way communications and that the Contact Centre gets the appropriate information to effectively handle our customer calls, chats and emails
• Champion the service philosophy in everything you do and every meeting you are in. Partner with the leadership team create the gold seal standard in customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard
• Challenge the status quo and join us on the road less travelled

Requirements:

Your experience and skills:

• Excellent at listening, making people feel heard and valued
• A believer in servant leadership. An eternal student of service
• 7 or more years in Customer Service, with extensive experience in the ongoing improvement of contact centre systems (direct project oversight) or a related role in a world class customer service environment with a strong track record of success
• Someone with a solid understanding of contact centre technology and other systems
• Someone with a strong work ethic who leads by example. Someone who works hard and plays hard and expects nothing less from those around them
• Someone who is not afraid to ask others for help when needed
• You will fail fast and learn even faster. Be a constant learner and constant teacher
• Not territorial or worried about looking good but would rather everyone look good together
• Flexible to work at different times in order to run this operation
• Fluent communication skills in English are required and bilingual skills in French are an asset
• Not required but an asset – experience with various top tier telephony providers (e.g., Nice, Cisco, Genesys, etc.) and top tier CRM/CSM (e.g. Salesforce, Service Now, Hubspot, Creatio) as well as WFM and KM tools all working in concert for omni-channel, service

You will be measured on the two metrics that matter the most – Employee and Customer Satisfaction.

• World class service as id demonstrated by the Contact Center having amazing Customer Satisfaction
• Leadership and ability to ensure our team are at the heart of our incentive and recognition programs as measured by high employee satisfaction, low absenteeism, turnover, etc.
• Commitment to team as measured by leader and peer compliments

Benefits:

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.

Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso Wealth powers businesses that empower investors. We are a national, integrated financial services company, with approximately $110 billion in assets under administration and management. Aviso Wealth is owned by Credit Union Centrals, Co-operators / CUMIS and Desjardins. Our mutual funds dealer, securities brokerage, and insurance dealer support thousands of financial advisors at credit unions across Canada. Our award-winning online brokerage, Qtrade Direct Investing, and our digital advice platform, Qtrade Guided Portfolios, give Canadians flexible choices for building their wealth. Our asset manager, NEI Investments, offers a comprehensive lineup of responsible investment funds and portfolios, which are available through a national network of advisors. Aviso Wealth also provides custodial services and introducing broker services to independent financial organizations, including banks, trust companies, insurance companies, investment dealers, portfolio managers and financial planning firms. We have operations in Toronto, Vancouver, and Montreal with a regional office in Winnipeg. More information about Aviso Wealth is available at .

Expected salary:

Location: Toronto, ON

Job date: Fri, 07 Jul 2023 00:29:48 GMT