Job Coach Manager in Brampton

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location:

1 Presidents Choice Circle, Brampton, Ontario, L6Y 5S5

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products. We’re a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Why this Job is Important:

The Manager, Performance Coaching will lead and evolve our existing quality programs. You will ensure both internal best practices and external best-in-class practices are identified, implemented, and maintained to control the execution and support of all deliverables and services across all lines of business for our customers focusing on both the transaction and the interaction.

What you’ll Do:

• Manage the Quality Team to provide timely feedback on Agent performance aligned with LCL expectations for all lines of business and channels.
• Responsible for verifying existing policies, plans, and procedures to examine the level of compliance with the existing governance documents.
• Oversee Quality evaluations and define structure to develop insights from quality evaluations.
• Set short-term and long-term objectives to achieve the ideal state in quality management and work with partners to achieve objectives.
• Analyze and improve problem analysis methodologies geared to accelerating root cause analysis, corrective action planning, and implementation.
• Continually communicate progression with all lines of business to identify necessary plans and procedures.
• Support the ongoing development of the quality control program aligned with the company’s governance documents and systems by identifying opportunities and best practices within the business and industry standards to implement.
• Provide creative solutions based on observations to drive positive movement in KPIs such as First call resolution (FCR), Net promoter score (NPS) & Customer Satisfaction (CSAT), and Average handle time (AHT) (including hold time).
• Help drive colleague satisfaction by identifying irritants related to processes/procedures and technology and working with partners to provide solutions.
• Provide weekly and monthly reporting on Quality results while identifying activities in flight to solve for and call out potential gaps.
• Continue maintaining and improving quality process documentation.
• Identify and report quality issues or trends, gathered from a variety of sources (internal and external).
• Recommend and/or verify the implementation of appropriate corrective action for quality issues.
• Review products and services of the line of businesses and third-party vendors to ensure they follow their respective quality plans and requirements.
• Lead internal calibration sessions with VP and various stakeholders and actively participate in vendor-led external calibration calls.

What you Need:

• A minimum of 5-7 years of management experience.
• Experience managing multiple internal and external relationships, including the ability to work closely with a variety of stakeholders to achieve common business objectives.
• Ability to quickly adapt to changing priorities and generate innovative solutions in a fast-paced environment.
• Previous Vendor Management experience managing multiple service providers is preferred.
• A minimum of 3-5 years of experience with Contact Support Centres supporting a variety of channels including voice, chat, social, and email.
• Strong organizational skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders.
• Strong analytical and creative, customer-focused problem-solving skills.
• Proven ability to make sound business decisions based on quantitative and qualitative information.
• Strong interpersonal and communication skills, both written and verbal.
• Demonstrated ability to work in a fast-paced, dynamic work environment with the ability to prioritize and balance conflicting tasks.
• Strong demonstrated proficiency in MS Excel, Word, and PowerPoint is a must,
• Familiarity with LCL businesses would be an asset.
• Prior experience in customer service quality assurance background would be an added advantage.

Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Number of Openings:

1

PC Financial recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.