Call Center Manager Jobs in Quebec (NOW HIRING)

Department Overview

Helping is at the heart of everythingwe doatourcontactcentres,andwe'reproud of the value that we can deliver24-hoursa day,7-daysa week for more than 27millionTDcustomers.At Fraud Loss Prevention, we are passionateinsupporting and educating our customers to protect them from potential fraud.Alongside caring colleagues and supportive leaders,you'llmake a meaningful difference to our business, our customers, and our communities.

Job Details

WhatYou'llDo

As the voice of TD,you'llbe passionate about understanding our customers. Whetheryou'reassistingin-bound callers with accountinquiries, orresolving an issue by providing advice and recommending a TD product or service,you'llhelp us offer trusted support to our clients whenever they need it.You'llconsistently deliver legendary customer service by providing each caller with the right solutions to meet their unique banking needs.

As a valued member of our Contact Centre Team, you will:

• Make people's day:consistentlydeliver an outstandingcustomer serviceexperienceby offering friendly support through your knowledge of TD products,servicesand solutions.

• Solve problems efficiently:resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.

• Achieve your goals:consistently reach performanceobjectives, includingcustomer experience survey results, adviceandquality goals, compliance regulations,and productivity targets.

• Never stop learning:activelyparticipatein ongoing training and coaching supportto helpyoucontinue togrow anddevelopinyourrole.

WhereYou'llWork

After completing in-person training and onboarding sessions,you'llwork primarily offsite. Since most of your work activities can be performed independently,you'llspend about 95% of your time at your secure, private workspace with a stable internet connection. Your remaining time will be spent at a TD location for in-person team events and experiences. The hiring manager will provide more information about how this works for their team.

Job Requirements

What You Need to Succeed

We'reproud to work with a group of diverse colleagues. If you have relevant experience thatisn'tmentioned below, tell us about it in your resume or cover letter.

• High School Diploma or equivalent

• Bilingual (French & English)

• Exceptional communication and listening skills and a curiosity to help customers meet their needs and resolve concerns. (Preference given to those with experience in financial or service industries.)

• Ability to de-escalate in stressful environments/situations with empathy,careand urgency

• Ability tomultitask and navigate through computer systems,applications, and multiple screens with speed and accuracywhile balancing performance to meet a variety of metrics.

• Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.).

• Flexibility, resiliency, and a positive attitude when responding to challenging situations.

• Ability to workbothindependentlyand aspart of a team.

• Integritywhen managing sensitive customer information in alignment withRegulatory and Compliance guidelines related to servicing and sales practices.

Additional Information

We'redelighted thatyou'reconsidering building a career with TD. Through regular colleague development conversations, training programs, and a competitive benefits plan,we'recommitted to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

Ifyou'reinterested in a specific career path or are looking to build certain skills, we want to help you succeed.You'llhave regular career, development, and performance conversations with your manager, as well as access to a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion about helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD - and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding

We'rehosting in-person training and onboarding sessions at [LOCATION] for90 daysto ensureyou'vegot everything you need to succeed in your new role.

InterviewProcess

We'llreach out to candidates of interest to schedule an interview.Wedo our bestto communicate outcomes to allapplicantsbyemail or phone call.

National Occupation Classification (NOC)Code

14201 - Banking,insuranceand other financial clerks (NOC)

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