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Title Senior Manager, Customer Contact Centre Manager & Web
Job ID 13M_136
Position Overview
BCAA has been recognized as one of Canada’s 50 Best Employers for 2012 
BCAA's Customer Contact Centre department in Burnaby has an opening for a permanent full-time Senior Manager, Customer Contact Centre Manager & Web.  This position is responsible for leading and managing a large sales team to support BCAA to become the most trusted organization in British Columbia. You will lead your team to deliver sustainable, profitable top line growth powered by a productive, professional and engaged member focused team that provides amazing Member experiences. With the support of Managers, Member Experience and under the direction of the Director, Member Experience & Sales, you will lead the daily operations of a Member based Insurance agency. 
Key Responsibilities Include
Leads and develops a team through coaching, career development, succession planning and communication. More specifically,
  • Builds a talented team through consistent and disciplined coaching to deepen Member relationships
  • Effectively communicates and aligns the location’s activities with the corporate strategy
  • Sets clear expectations and holds team members accountable


Member experience delivery:

Consistently meets or exceeds established Member experience standards and BCAA/CAA metrics within the location.  Leads with a “one-team” approach across all Member-facing channels (in-person, phone and web) to provide a seamless Member experience during all types of Member conversations.


Sales growth:

Meets or exceeds established sales growth targets through effective business planning and execution of plans. This includes the acquisition of new Insurance and Membership business and retention of current business.



Optimizes productivity and staffing levels within the location. With the support of BCAA systems and tools, adheres to processes and standards.  Implements business transformation solutions and other changes as required. Constantly ensures a team of 70 employees support the practice of workforce Management and strive to meet internal Contact Centre metrics related to member experience and staffing levels. 


Engagement/work environment:

Maintains a high-energy, effective sales and service work environment with a highly engaged and productive sales team.  Recruits and retains skilled team members. This is demonstrated through consistency in recognizing team members, enthusiastic support of corporate campaigns, developmental and succession planning and injection of positive energy and fun into the workplace.


Disciplined risk management:

Ensures the location’s operation, document processing and Member conversations are in compliance with corporate standards.  Fortifies the team’s disciplined risk management practices through continuous development of team members.

If you are the supervisory level 3 for the sales location, you are also responsible to the Insurance Council of BC for the activities of this location and to ensure that your team meets all regulatory requirements in relation to the sale of insurance products. Daily responsibilities for checking documents and inventory does not necessarily fall to the level 3 individual, but this responsibility still remains with the management team to designate as they see fit.


Community impact:

In collaboration with Marketing and other BCAA internal partners, engages in activities that decrease the team’s carbon footprint, participates in BCAA sponsored events with the Road Safety Foundation, and corporate sponsored charities.

Minimum Qualifications


  • University degree, preferably in business, or equivalent industry experience in a related field



  • At least six years leadership experience. Within this, at least two years of contact centre management experience
  • Demonstrated knowledge of contact centre operations



  • Demonstrated leadership, strategic planning, project management, coaching and team building skills
  • Confident, proactive interpersonal style with excellent negotiating and collaboration skills
  • Excellent verbal and written communication skills. Proven ability to lead and manage large scale change initiatives.
  • Proven analysis, business planning and decision making skills. Creative problem solver and marketer.
  • Proven ability to use contact centre metrics to drive actionable insights resulting in productivity improvements
  • Proficient in the development and presentation of budgets and workforce plans
  • Strong skills in Microsoft suite of products (i.e. word processing, spreadsheet, Outlook, PowerPoint) and ACD systems
  • Successful track record in the management of errors and omissions in the last 5 years


Background Check:

  • Must successfully pass a background check, which may include a criminal, credit, and credential check.

Preferred Qualifications:

  • MBA
  • Experience with supervising an Insurance Agency
  • Level 3 licensed insurance agent or completion of CAIB 1, 2, 3 and 4
Job Status Regular Full Time (RFT)
Date Added 2/5/2013
Branch/ Location Customer Contact Centre (Burnaby)
City Burnaby
State/Province British Columbia [BC]
Compensation & Benefits Overview

At BCAA, we offer competitive compensation packages and excellent career advancement opportunities. To find out more, ask the hiring managers during your interview.

Did You Know: BCAA's Road Assist Fleet just celebrated it's 50th Anniversary?
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