Manager, Call Centre
Canada Post - Postes Canada
Winnipeg, MB
Job Requisition Id: 17580
Business Function: Customer Service
Primary City: Winnipeg
Province: Manitoba
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: English Essential
Employee Class and Level: CPMGA02
Number of Vacancies 1
Job Closing Date (dd/mm/yyyy): 27/05/2019

Job Description

Accountable for the direction and management of the Call Centre operations including the achievement of all service, cost, productivity and quality standards. Recommends or develops procedures and policies to meet national standards and targets and takes corrective action to maintain the reliability of Call Centre Services (e.g. Telephone Service, Trace Mail Service, Priority Courier Service). Establishes and maintains a continuous contact with customers to ensure a high level of customer service satisfaction. Brings a quality control perspective to Call Centre operations.

Leads and manages initiatives that analyse information on service failures and customer service issues in order to identify trends and patterns and ensures that appropriate organizational areas respond to customer service recommendations and initiate corrective actions.

Manages the preparation of fiscal year and long range business plans and budgets and their integration with Corporate plans and budgets.

Job Responsibilities

Below are the main job requirements and responsibilities for the Manager, Call Centre.

Manages the operation of the Customer Service Call Centre to ensure the provision of excellent customer service.

Is accountable for the direction and management of all aspects of the Call Centre operation including the achievement of all service efficiency, production, cost, quality, safety and performance standards.

Ensures that national Call Centre operations policies, systems and procedures are implemented and followed. Recommends or develops policies and procedures to meet standards or targets established nationally; monitors adherence to procedures and takes any corrective actions necessary to maintain the reliability of the Call Centre services.

Actions emergencies flagged at the national and divisional control level relative to service failures - e.g. major transportation incidents, delayed mail, service failure, news releases, etc.

Establishes and maintains a continuous contact with customers to ensure a high level of customer service. Implements systems to monitor customer service, expedites action to resolve disputes and to support the Divisional sales and services work force and postal users..

Provides advice on the Corporation's products and services to ensure understanding and uniform and consistent application of the rates and regulations.
Job Responsibilities (continued)

Provides recommendations to Corporate Sales and Services on customer needs and requirements in the determination of policy, programs and direction.

Implements an enquiry management information system to ensure that relevant and accurate information is received for analysis purposes, integrated with the appropriate corporate function and followed-up for assessment and distribution of results.

Develops divisional contingency plans to maintain service during emergencies or interruptions, and implements systems to monitor customer service satisfaction, and quickly resolve disputes in order to ensure a high level of service.

Establishes and maintains contacts in all functions in the Divisions and at the Head Office to ensure that coordinated efforts are initiated and maintained to resolve customer service problems. Liaises with other functions to ensure they are aware of matters which have an impact on customer service.

Manages the preparation of fiscal year and long range business plans and budgets and monitors the expenditure of financial and person year resources within the authorized spending levels.

Ensures, through succession planning and training, a continuing development of competent staff for Sales and Service and with potential for other assignments in CPC.


Completed post-secondary, preferably in a related field OR a combination of equivalent professional experience and training


3 to 5 years of relevant functional experience
2 or more years’ experience managing people
One or more years of experience in a unionized environment an asset

Other Candidate Requirements

Proficient computer skills and competent with Microsoft Office programs
Designation and or certifications programs may be required for certain positions (e.g. Finance & Engineering)
Excellent team building and leadership skills and experience
Sound organizational, analytical, judgement and decision-making skills with proven abilities in problem solving
Strong interpersonal skills with an ability to build and maintain relationships
Strong oral and written communication skills
Other Information

Fluent in English and French is an asset.

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Our Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.

Our Values
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders.