Manager, Operations

Company Summary

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed  and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. 

As Manager, Operations (Call Center Manager), you will be responsible for the delivery of our business with a focus on customer centricity and leading and supporting your team in a high-performance environment. You will ensure the people and technology resources are in place to manage budgeted volume, maximize profitability and meet expense budgets. The ability to motivate and inspire employees in alignment to FCT’s culture, values and core behaviors is essential, especially during seasonal volumes. You will drive operational excellence by identifying and implementing process improvements and using data driven decision making to optimize workflows and service delivery with a focus on the customer experience.

HERE’S HOW YOU’LL CONTRIBUTE:

• Manage the human capital required for meeting the needs of your division and business line   ensuring all employees are onboarded, trained and focused on the customer experience. Ensure ongoing training is in place to address new development opportunities.
• Monitor and take action on performance metrics such as call volume, productivity statistics, customer feedback data, quality control and service levels to drive continuous improvement in processes and service delivery
• Provide leadership direction through performance management, coaching and support for individual professional development
• Create an environment where employees can flourish and grow by promoting engagement, inclusion, recognition and opportunities for development
• Initiate and lead improvements to processes, projects or tasks to improve the quality of the division and support FCT’s strategic goals
• Meet expense budget requirements with a focus on continuous improvement to overall profitability and utilization of offshoring and technology to increase efficiency.
• Develop and maintain strong collaborative relationships with internal business partners to support alignment and shared success within National Operations

HERE’S WHAT YOU’LL BRING:

• Min 5 years experience in a Contact Center environment
• Min 5 years experience leading front-line high performing teams
• Advanced knowledge in data analytics and dashboards to identify trends and patterns
• Demonstrated understanding of call center metric calculations
• Demonstrated knowledge of Process Improvement
• Experience managing hybrid and fully remote contact center
• Bachelor’s degree in business administration or related field an asset
• Broad understanding of and knowledge of FCT’s customer segments
• Broad understanding and knowledge of industry best practices in operations
• Good knowledge of customer service principles and experience in employee management
• Proven ability to plan and manage operational process for maximum efficiency and productivity
• Bilingual – an asset but not required

Total Direct Compensation:

106,700 - 130,600

Any pay range is in $CAD

HERE’S WHAT SETS US APART: 

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials

• Group retirement savings plan with company match

• Paid holidays and generous paid time off

• Hybrid work arrangements

• Paid volunteer opportunities and charitable donation matching

• Employee recognition programs that include referral incentives

• Potential for performance-based incentives 

• The opportunity to participate in our stock purchase plan

• And more!

*As per terms of the employment agreement

The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.