Title: Customer Service Manager
You lead the daily operations of our client's best-in-class contact team and oversee its team of supervisors and team leaders. You implement their organizational strategies in your Department. Most importantly, you are responsible for making all customers feel great about owning one of our client's products.
You inspire your team through effective planning and motivation and fun. You implement new processes and procedures, staying ahead of technological innovation. You establish team incentive programs that engage and stimulate team performance. You provide a best-in-class workplace where everyone participates in the success of the department.
You work relentlessly to exceed best customer experience practices and customer expectations. You develop and implement plans to improve call resolution and chat/web solutions. You also propose and implement initiatives to stimulate customer loyalty.
What you will be doing:
Manage the Contact Centre Supervisors
Implement and maintain a fun, positive and energetic team ambiance that fosters the delivery of great customer service
Create a strong team culture across all functions that reflects our clients values
Monitor and lead the delivery of departmental targets which include but are not limited to service delivery, staffing, quality calibration, results tracking, and oversight of client service level agreements to ensure that commitments are met within preset goals
Contribute to the development, and implementation of plans to improve and enhance CSAT and First Call Resolution including chat/web solutions as a top priority
Act as third level of escalation for requests received and handled through our technical support hotline or Social Media & Web team in a timely manner.
What you need to have:
Bachelor degree in Commerce (Marketing) or related discipline
Bilingual (French-English – speaking and writing)
5 -8 years proven supervisory experience
Experience with Social Media tools and strategies within a call centre
Ability to lead team toward successful achievement of organizational and performance goals and objectives
Creative thinking and strong analytical skills to evaluate trends and implement program to improve performance and drive productivity
Strong interpersonal skills with the ability to interact with and influence all levels of the team
High level of commitment, initiative, vision and enthusiasm
For information about TEEMA Solutions Group and to consider other career opportunities, please visit our website at www.teemagroup.com.