Manager, Retirement Contact Centre
Manulife — 2 Locations
Posted 2026-08-25
The Retirement Contact Center is seeking a dynamic Manager to lead a team of Customer Service Professionals (CSPs) in a fast‑paced inbound environment. In this role, you will use a variety of coaching approaches to empower your team, drive exceptional customer experience, and achieve strong operational results. You will champion a culture of inclusion, engagement, and continuous improvement while playing a key role in the daily operations of the Contact Center. Responsibilities : Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets. Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives. Review and analyze performance metrics regularly to drive continuous improvement. Implement service recovery actions in partnership with Contact Center leadership. Coordinate team reporting and trends, providing insights and required actions to the Director. Manage complex escalations and collaborate with customers, clients, and internal teams as needed. Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments. Support hiring, onboarding, internship programs, bu