Manage the customer interactions of associates and ensure consistent customer service for our customers by empowering associates to provide superior customer service and by providing the resources, support and information necessary for associates to achieve this goal. Motivate and develop associates. Increase sales revenue by tracking and coaching associates to offer cross and upsells. Develop strategies for converting information & inquiry calls into actual sales.
Build an empowered associate team through coaching including completing assessments, quality call monitoring, providing feedback, analyzing and responding to data collected and collecting data to use in driving superior customer service at the individual and team levels. (20%)
Communicate all pertinent information in an organized, logical and timely manner within all levels in the organization. (10%)
Motivate and develop associates by providing a supportive, challenging work environment that offers opportunities for growth, recognition at the team and individual levels with a focus on career pathing. (10%)
Participate in the interview and hiring process. Write and deliver performance appraisals and manage disciplinary (written and verbal) action as necessary. (10%)
Manage all resources effectively to support the Customer Care organization goals. Assist in achieving Contact Centre financial, service, quality and productivity targets by managing relevant metrics. (10%)
Liaison between Customer Care and other internal departments. Ensuring policies and procedures are geared towards the best interests of the customer. (10%)
Monitors external and internal customer feedback to ensure that all interfaces create a world-class consistent, quality customer experience. Use continuous improvement initiatives to improve the customer experience. (10%)
Develop and implement empowerment strategies and procedures to create a one and done environment. Implements incentive programs to reward and recognize performance throughout the Customer Care team. (15%)
Build, create and facilitate internal contests and departmental programs to engage team to meet and exceed metrics. (5%)
Works collaboratively with customer care staff, regional teams, customers, vendors & associates to improve customer interface and standard processes.
Customer centric orientation
Team building and coaching skills
Excellent communication skills, verbal & written in French and English
Interpersonal and motivational skills to coach, discipline and reward behavior in a positive manner
Interviewing and hiring skills.
Knowledge and experience of coaching techniques to drive performance improvements
Instills trust at all levels
Problem solving ability
Please apply directly at our STAPLES website:
Job Code #853443