Team Manager, Customer Service

2 weeks ago

Woodbridge, Ontario, Canada 407 ETR Full time

Position Summary:
The Team Manager, Customer Service provides proactive leadership in a fastpaced call center environment. The position requires the ability to lead the team in achieving key performance indicators while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a "lead by example" approach in hitting targets and holding themselves and their teams accountable for World Class performance. The position includes engagement in hiring, training, coaching, other administrative activities and requires effective interpersonal and oral/written communication skills. This individual develops and maintains systems and processes and is a liaison between department and management. It is also critical that the Team Manager develops and maintains a positive work environment and culture. Direct Relationships:
  • Director, Customer Operations
Manager, Customer Experience VP, Customer Operations Duties and Responsibilities: Ensure customer Service standards, SLA's and production objectives are met through coaching, mentoring and the daytoday development and recognition of assigned team members. Conduct regular team meetings to review personal strengths and weaknesses and assist team members with their career path options. Review employee metrics to ensure call centre job standard objectives are achieved including but not limited to Quality, First Call Resolution, Customer Satisfaction, productivity per hour standards and call handling KPI's. Assist the Manager, Customer Operations with employee performance management (i.e., attendance, and payroll administration, departmental goals and objectives, team performance, performance management including, investigations, discipline and recruitment and staff development) and liaise with Human Resources. Prepare and analyze production reports such as coaching logs, monthly/quarterly reviews, call quality & training evaluations and ensure they are coached back in a timely manner. Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved. Review team financial adjustments and ensure corporate policy is adhered. Responsible for the knowledge transfer of new and existing policy & procedures. Facilitate training and or departmental crosstraining, share best practices and general communications to team. Monitor and review audited financial adjustments to ensure corporate policy is adhere to accurately and in a timely manner. Attend regular leadership meetings, professional training, and seminars. Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed. Other duties as assigned
Qualifications:

2 3 years supervisory experience required in an inbound call centre or customer service environment.
Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) and experience with CRM.
Completion of postsecondary education or equivalent work experience.
Customer Service focused.
Strong ability to coach, motivate and recognize staff on their achievements.
Demonstrated leadership qualities, organization, time management, sound judgment and decisionmaking skills and a team player.
Demonstrated ability to collaborate, listen, identify, evaluate, and take initiative consistently.
Ability to excel in a fastpaced environment, meticulous attention to detail, able work under pressure in a structured environment and meet tight deadlines.
Ability to identify training requirements or process improvements and make recommendations for development to customer service management.
French Bilingualism an asset.
Our Offer
407 ETR usage (taxable benefit)
Competitive salary, bonus structure
Competitive vacation package
Community culture
Continued education budget
Expect excellence: Collaborative team, learn, and grow with a highperformance team.

About 407 ETR
Highway 407 ETR is an allelectronic openaccess toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That's why millions of drivers rely on Highway 407 ETR to get around the GTA.

Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc.

is the sole shareholder of 407 ETR and is owned by:

Canada Pension Plan Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);
Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A %); and
SNC-Lavalin (6.76%).

Note:
_At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe t

  • Team Manager, Customer Service

    2 weeks ago

    Woodbridge, Ontario, Canada 407 ETR Full time

    Position Summary:The Team Manager, Customer Service provides proactive leadership in a fast-paced call center environment. The position requires the ability to lead the team in achieving key performance indicators while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a "lead by example" approach...

  • Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada Westlake Royal Building Products Full time

    SUMMARYSupporting all of Royal Exterior Brands, The Customer Care Representative will be the first point of Contact for end user inquiries and after sales issues (Including Warranty claims, level 1' technical inquiries, Marketing initiative support and other general Consumer Inquiries).The role requires a high level of competency in core tasks as well as an...

  • Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada Westlake Pipe and Fittings Full time

    _We build communities, let us build your career_Why choose NAPCO? Benefits Day Structured Retirement Savings Plan: The Company will match your contributions up to a certain percentage. Quarterly Bonus Program Annual Incentive Bonus Fitness Reimbursement Program: The Company will reimburse up to 50%. Tuition Reimbursement Program Employee Assistance Program...

  • Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada CMP Group Ltd. Full time

    Customer Service Representative - In office positionCMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Customer Service Representative to join the Vaughan, Ontario team on a full-time permanent basis. The Customer Service Representative will provide an exceptional customer experience to our internal and...

  • Customer Experience Support Team Member

    2 weeks ago

    Woodbridge, Ontario, Canada UTG Full time

    Under exclusive partnership with Enercare Home Services, serving the Vaughan area, we are seeking a new team member with exceptional customer engagement skills to help close the loop in our sales process. You should be energetic and passionate about sharing best advice and promoting our services and products to our existing customers. This is NOT...

  • Customer Experience Support Team Member

    2 weeks ago

    Woodbridge, Ontario, Canada UTG Full time

    Under exclusive partnership with Enercare Home Services, serving the Vaughan area, we are seeking a new team member with exceptional customer engagement skills to help close the loop in our sales process. You should be energetic and passionate about sharing best advice and promoting our services and products to our existing customers. This is NOT...

  • Customer Service Specialist

    2 weeks ago

    Woodbridge, Ontario, Canada Best Way Stone Ltd. Full time

    Paving a Brighter Future Together_Who we are:We strive to be there for our customer when others are not and that there is always a solution to our customer's needs.What we offer:We offer a comprehensive compensation package, which includes:A competitive wage, dependent on education, skills and experience. Group Benefits (Health, Dental, HCSA). Life Insurance...

  • Customer Service Coordinator

    3 days ago

    Woodbridge, Ontario, Canada AGM Renovations Full time

    AGM Basements provides quality basement renovation and finishing services throughout the GTA and surrounding area. We pride ourselves in our commitment to quality products and execution and the highest ratings for customer satisfaction.Our team is always on the lookout for exceptional talent. We have an opportunity for a results-oriented, Client Care...

  • Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada International Credit Experts Inc. Full time

    Are you entrepreneurial, energetic, and obsessed with customer service? We are a leading customer care contact center offering total customer care solutions for renowned clients in the energy and auto sectors across North America. We are hiring customer service representatives to join our growing team and if you're looking for a new exciting challenge and...

  • Associate Customer Service- Contract

    2 weeks ago

    Woodbridge, Ontario, Canada Westlake Pipe and Fittings Full time

    _We build communities, let us build your career_About the job:Some of the daily responsibilities: Accurately manages the order inputting process into JDE as it relates to prices, terms of sale, product, quantity, ship to- sold to and customer's special instructions, etc. Completes all necessary paperwork required per sales orders. Maintains system accuracy...

  • Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada TricorBraun Canada Inc. Full time

    Make our customer service team your best move everWe're looking for a customer focused representative to join our Operations Team to help our customers place orders.Why here?TricorBraun is a global packaging leader, with team members working in locations throughout the Americas, Europe, Asia, Australia and New Zealand. As North America's largest distributor...

  • Summer Customer Service Specialist

    1 month ago

    Woodbridge, Ontario, Canada Best Way Stone Ltd. Full time

    Paving a Brighter Future TogetherWho we are:Quality built into everything we make. Since 1965, Best Way Stone has sustained growth through the contributions of our employee's commitment to customer service, quality and innovative products. Being a family owned and operated company has given us the ability to build strong, loyal relationships with our...

  • Summer Customer Service Specialist

    4 weeks ago

    Woodbridge, Ontario, Canada Best Way Stone Ltd. Full time

    Paving a Brighter Future TogetherWho we are:Quality built into everything we make. Since 1965, Best Way Stone has sustained growth through the contributions of our employee's commitment to customer service, quality and innovative products. Being a family owned and operated company has given us the ability to build strong, loyal relationships with our...

  • Bilingual Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada Sporting Life Inc Full time

    Sporting Life is a leading, iconic Canadian sports lifestyle retailer. Since 1979, we've been committed to providing our customers and their families with the best possible experience—and we continuously work to improve it every day. We offer the best in outdoor apparel and fashion, footwear, equipment and accessories for men, women and kids. The mix of...

  • Csr - Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada ABSOLUTE ENERGY CONTROL Full time

    Overview:We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a Customer Service Representative, you will be responsible for providing exceptional service to our customers, addressing their inquiries, and ensuring their satisfaction. This is a full-time position with opportunities for...

  • Sales/customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada Elite Trimworks Corp Full time

    What We Offer: Company events and wellness programs. Dental care, extended health care, life insurance, and vision care. Onsite parking and store discounts. Paid time off. Fulltime, permanent position. Career Growth Opportunities.Embark on an extraordinary career at Elite Trimworks, where every day brings fresh opportunities for our associates. Our dynamic...

  • Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada 407 ETR Full time

    Position Summary: We at 407 ETR are looking for someone who enjoys a challenge, has the willingness to learn, and is committed to providing worldclass service by connecting with customers and providing them with solutions for a first call resolution. Our employees are empathetic and provide excellent customer service by using root cause analysis to solve...

  • Service Manager

    2 weeks ago

    Woodbridge, Ontario, Canada Roy Foss Woodbridge Full time

    About the Roy Foss Automotive Group:The Roy Foss Automotive Group operates two of Canada's largest Chevrolet, Buick, GMC, Cadillac dealerships and the largest GM Fleet Service operation in the GTA. Over the past 60 years, we've built our reputation on service excellence and customer-centric innovation. We run a state-of-the-art facility with HD hoists and...

  • Team Leader

    2 weeks ago

    Woodbridge, Ontario, Canada CMP Group Ltd Full time

    Team Leader - Customer Services - In office positionCMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Team Leader - Customer Service to join the Vaughan, Ontario team on a full-time permanent basis. The Team Leader - Customer Service will provide an exceptional customer experience to our internal and...

  • Customer Service Representative

    2 weeks ago

    Woodbridge, Ontario, Canada Decor-Rest Furniture Ltd Full time

    Job Title: Customer Service RepresentativeEmployment Type:Full-Time, On-SiteKey Responsibilities: Conduct a comprehensive range of incoming order processing activities Complete all necessary paperwork and effectively communicate with the accounting department to handle customer deductions and RMA's Communicate with relevant personnel as needed to address...