Customer Service Manager

Toronto, ON | Temporary

Job ID: 60049 Industry: Customer Service

Customer Service Manager

Duration: 9 Month Contract

Compensation: Up to $30.00/hr

Location: Toronto

 

Our client, a well-established professional association, is currently in search of a Customer Service Manager to join their team for a 9-month contract. The Customer Service Manager will be responsible for the day to day operations of the Customer Service Team through leading and managing front line agents. If you have excellent communication skills and are a proven leader this may be the opportunity for you!

Responsibilities:

  • Manages, trains, and leads a team of Customer Service Representatives
  • Oversees the day to day operations and makes the appropriate adjustments to ensure KPIs are achieved
  • Conducts operational planning, reporting, etc. for the Customer Service Centre to ensure excellence and consistency in service delivery
  • Demonstrate ongoing leadership in change management
  • Fosters a culture of accountability and ownership to facilitate continuous improvement and performance excellence
  • Consistently advocate for the customers and promote a customer first approach
  • Evaluate, identify, initiate and lead all customer experience initiatives
  • Work with various stakeholders across the organization to resolve customer escalations
  • Partners with internal Business Units to implement and provide support strategies to deliver business results
  • Identify and implement ways to improve the ongoing operations with a focus on the delivery of a great customer experience
  • Participates as a Subject Matter Expert in key projects by proactively identifying and tracking project risks and help in developing mitigation plans to manage the risks
  • Works in partnership with the training manager to ensure employees receive the appropriate support and reinforcement in terms of new skills
  • Performs other duties as assigned or required

Qualifications:

  • Post-secondary degree or diploma is required.
  • Minimum 5 years’ experience in a customer service leadership role preferably in a contact centre environment is required. Experience working in a regulatory environment is highly preferred
  • Proven ability to take full ownership of assigned projects and work independently; possess a sense of urgency, self-motivated and detail minded required
  • Proactive approach in resolving problems and issues; involves the right people to work through complexities and identify potential solutions; excellent decision-making and negotiation skills required
  • Excellent communication (verbal and written) and interpersonal skills, with an ability to interact with multiple stakeholder groups across the organization at various levels, and confidence representing the team on various projects/committees required
  • Strong computer skills in Microsoft office applications including Outlook, Excel, Word and PowerPoint required
  • Demonstrated analytical and problem-solving skills required
  • Excellent organization, planning, coordinating, time management and prioritization skills are required with the ability to multi-task in a fast-paced environment
  • Proven ability to strive for continuous improvement through constantly challenging the status quo required
  • Experience in a LEAN Six Sigma environment would be asset

 

To apply, please click Apply Online or submit your resume by email to: JSHresume@bagg.com

 

View all of our job postings at www.bagg.com

 

Accommodations are available upon request to support your participation during all stages of the recruitment process.


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