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Call Centre Manager

Location: Toronto, ON
Contact E-mail: kanetix_hr@kanetix.ca

Call Centre Managers! Join Canada's fastest-growing internet technology company in the insurance industry.

It's game changing time! If you are results driven, have an 'act now, do it today' attitude, vested interest in learning from experienced professionals and want to be a part of a winning team - you've found it.

Open Concept, Prime Toronto location, Upbeat Atmosphere.

Position Summary

The Call Centre Manager is responsible for the development, implementation, enhancement and support of the call center system, technologies and strategies. He or she will oversees the daily operations of all Call Center Department functions; ensures activities run smoothly and efficiently; promotes the image Kanetix Ltd. in a professional and positive manner; provides supervision, guidance, coaching, recognition, motivation and training to department personnel.

Job Responsibilities:

  • Setting and meeting performance targets for speed, efficiency, sales and quality.
  • Liaising with other departments and issue resolution.
  • Maintaining up-to-date knowledge of industry developments and involvement in networks.
  • Monitoring random calls to improve quality minimize errors and track operative performance.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Recording statistics, user rates and the performance levels of the centre and preparing reports.
  • Handling the most complex customer complaints or enquiries.
  • Organizing staffing, including shift patterns and the number of staff required to meet demand.
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
  • Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
  • Improving performance by raising efficiency and sourcing new equipment to enable this.

Required Qualifications:

  • Must have at least 7-10 years of management experience
  • University degree or college diploma in business management
  • Strong written and verbal communication skills; with excellent presentation development skills
  • Demonstrated ability to put analysis into a business context and clearly articulate implication and recommendations
  • Ability to multi task effectively with a positive, team-oriented attitude
  • Proven leadership skills in a busy call centre environment
  • Desire to lead, coach and develop team members
  • Previous experience with Cisco CCM phone system
  • Bilingualism is an asset
The compensation package consists of a competitive salary, benefits and incentive bonus.

About Kanetix Ltd.

Launched in October 1999, Kanetix Ltd. (www.kanetix.ca and www.kanetix.com) was Canada's first online insurance marketplace and today provides over a million quotes per year to consumers looking for insurance. Kanetix.ca now includes mortgage rate and credit card comparisons and is a one-stop shopping environment for consumers looking to insure all aspects of their lifestyle. Through its Software as a Service division, Kanetix is also the leading provider of online insurance quotation technology, developing online quotation systems, mobile solutions, actuarial tools and websites for many of Canada's largest insurance brands. Kanetix has two subsidiary brokerages, KTX Insurance Brokers and KTX Financial Ltd. These brokerages work with many of Canada's top insurance providers to offer consumers competitive pricing and choices. Insurance products include auto, home, motorcycle, RV, commercial, liability, life and critical illness.

To learn about the recent acquisition of Kanetix Ltd visit:


Although Kanetix is an equal opportunity employer, only candidates that are being considered will be contacted. We thank all applicants for their submissions and interest in our company.

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