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Manager, Trading & Service, Scotia iTRADE - Toronto, ON
Toronto, ONPosted 1 weeks ago
Job Description
Major Accountabilities:
1. Leadership and coaching to motivate and develop individual CSRs/IRs performance on the service team by:
• Ensuring all agents have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. Agent performance reviews and one-on-one discussions to be completed by the Manager with Senior Manager or Director final sign-off.
• Following Management Disciplines as outline to support our Customer Experience Model (CEM):
a) Engaging in coaching as an ongoing observational activity with team by providing relevant feedback and coaching during call observations, side by side, group coaching and skill building
b) Reviewing agent customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and possible solutions.
c) Regularly scheduling one-on-one coaching with agents to recognize success, help overcome obstacles and set focus.
• Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation, and a high degree of employee engagement.
• Rewarding success and managing non-performance of team and managing day-to-day employee relations issues.
• Identifying and supporting training and developmental needs of team members. Responsible for delivering skill builds.
• Leading team meetings to acknowledge positive results, communicate the team’s focus, review the team’s goals and priorities, share best practices, successes, and address challenges.
• Driving the internal communication process by ensuring the team is aware of business changes, key projects, and corporate goals and ongoing critical changes affecting customers and employees, in order to improve the day-to-day efficiency of the Centre as well as customer service overall.
• Support new staffs with onboarding and transition from training to the floor and ensuring Personal Development Plans is a priority for team
• Leverage coaching techniques and utilizing technologies to regularly and effectively engage team members based in a remote location (as required).
1. Leadership and coaching to motivate and develop individual CSRs/IRs performance on the service team by:
• Ensuring all agents have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. Agent performance reviews and one-on-one discussions to be completed by the Manager with Senior Manager or Director final sign-off.
• Following Management Disciplines as outline to support our Customer Experience Model (CEM):
a) Engaging in coaching as an ongoing observational activity with team by providing relevant feedback and coaching during call observations, side by side, group coaching and skill building
b) Reviewing agent customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and possible solutions.
c) Regularly scheduling one-on-one coaching with agents to recognize success, help overcome obstacles and set focus.
• Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation, and a high degree of employee engagement.
• Rewarding success and managing non-performance of team and managing day-to-day employee relations issues.
• Identifying and supporting training and developmental needs of team members. Responsible for delivering skill builds.
• Leading team meetings to acknowledge positive results, communicate the team’s focus, review the team’s goals and priorities, share best practices, successes, and address challenges.
• Driving the internal communication process by ensuring the team is aware of business changes, key projects, and corporate goals and ongoing critical changes affecting customers and employees, in order to improve the day-to-day efficiency of the Centre as well as customer service overall.
• Support new staffs with onboarding and transition from training to the floor and ensuring Personal Development Plans is a priority for team
• Leverage coaching techniques and utilizing technologies to regularly and effectively engage team members based in a remote location (as required).