Bilingual Call Centre Manager

at  Osgoode Properties Limited

A commitment to delivering consistently high customer service levels has earned Osgoode a unique reputation in the industry. Our team of professionals promptly responds to tenant concerns and needs, with sensitivity and flexibility. Osgoode’s pride of ownership is reflected in the proactive care and maintenance programs performed on every property. The attention to detail is evident in the cleanliness and overall condition of the building exteriors, landscaping, common areas and suites.
At Osgoode Properties we are continually investing in our people and communities to provide our residents with the greatest rental home value available.

POSITION OVERVIEW:

Reporting to the Director of Marketing and Customer Experience, the Call Centre Manager oversees and leads the functions of the Call Centre. The incumbent ensures that the Call Centre team respond to all inquiries from a diverse range of prospective residents and coordinate the viewings at the various properties. The Manager provides exceptional customer service and operational support.

REQUIREMENTS FOR SUCCESS:

• Bilingual (French & English)
• High school equivalent
• Minimum 5 years’ experience in office administration, property management, Call Centre, sales and/or customer service
• Minimum of 5 years in direct employee supervision, mentoring and coaching
• Excellent oral communication and written skills in English and French
• General knowledge of landlord and tenant legislation
• Ability to put all prospective residents at ease when answering their questions effectively and providing all required information
• Ability to overcome obstacles as presented by prospective residents
• Experience using Yardi or a similar database
• Experience with Salesforce CRM
• General knowledge of computer software systems, including Microsoft Office Suite (Outlook, Word)
• Good conflict-resolution skills, ability to deal patiently, tactfully and effectively with emotionally charged situations and a client base with diverse cultural, educational and socio-economic backgrounds
• Displays a positive work attitude and is enthusiastic
• Good organizational skills
• Attention to detail
• Ability to respond well to pressure
• Ability to manage multiple assignments and deadlines
• Ability to solve problems in a professional manner
• Capacity to deal with sensitive issues

As an energetic leader who portrays a positive corporate image, the Manager is responsible to guide and coach the Call Centre team by:

• Hire, coach, and train Call Center personnel
• Preparing and delivering performance evaluations (ongoing and through the annual process) using key metrics
• Setting goals and objectives along with professional development needs
• Planning and implementing Call Centre strategies and operations
• Improving systems and processes
• Overseeing needs assessments, capacity planning, cost/benefit analyses
• Identifying and evaluating technologies to support the team
• Establishing technical specifications
• Developing customer interaction and voice response systems
• Designing user interfaces
• Maintaining and improving Call Centre operations by monitoring system performance, identifying, and resolving problems, completing system audits and analyses
• Preparing Call Centre performance reports by collecting, analyzing and summarizing data and trends

In addition, the Manager is an active member of the Call Centre team and responds to enquiries for rental information and handles escalated complaints and concerns in a timely, professional and courteous manner. Specifically:

• Answers telephone calls from prospective residents
• Responds to voice mail and e-mail enquiries from prospective residents
• Determines the needs of prospective residents
• Schedules appointments for unit viewing
• Calls residents for annual feedback
• Performs monthly market surveys
• Consistently focuses on providing superior customer service
• Understands and adheres to all criteria outlined in the Certified Rental Building program (CRB) and the Crime-Free Multi-Housing Program (CFMHP), where applicable

This is a permanent, on-site, full-time position with a competitive salary. There is an on-call component to this position.
We would like to thank all applicants, however only those under consideration will be contacted