Senior manager, social media and customer escalations

4 weeks ago

Brampton, Canada Loblaw Companies Ltd - Head Office Full time

Les candidats référés ne doivent pas postuler directement pour ce poste.
Toutes les références de candidats doivent d’abord être soumises dans Workday par un collègue de Loblaw actuel.

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Lorsque vous embauchez des gens formidables, de grandes choses peuvent arriver. PC Finance offre une valeur sans précédent aux Canadiens grâce à des produits de paiement. Nous sommes un type de banque différent avec un type d’équipe différent. Nous sommes collaboratifs et solidaires et avons la liberté et la responsabilité de prospérer. Notre objectif est de rendre le quotidien simple et meilleur pour nos clients, et nous nous efforçons de faire en sorte que chaque dollar vaille plus.

Fièrement au service de plus de 3 millions de clients, PC Finance continue de croître en offrant des solutions et des services de paiement qui récompensent nos clients chaque jour. En tant que filiale de Loblaws Company Inc., nous partageons les valeurs ÊTRE - Engagement, Tient à coeur, Respect et Excellence. Nous nous engageons à aider les Canadiens à bien vivre leur vie. Rejoignez-nous dans notre voyage.

Why This Role is Important

In the Customer Support Centre of Excellence (CoE), we aim to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers with effortless experience in the moments that matter. We leverage technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value. We are nimble, agile, and collaborative solving complex problems at pace. We run as one team, value diversity and dig deep to always know more.

The Senior Manager, Social Media and Customer Escalations will play a key role in oversight of the social media and customer escalations teams across various lines of business and a variety of channels, including email, phone and social media, and to ensure our customer interactions reflects the voice of the brands. This individual will ensure optimal operations through the creation and implementation of balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. This position requires an individual who can lead the resolution process, manage a diverse team, deal with complex customer escalations with empathy and professionalism, and implement strategies to ensure overall customer satisfaction.

What You'll Do

  • Drive individual, team and department efficiency through automation and continuous improvement.
  • Act as a critical advocate for quality improvement and interact with stakeholders at multiple levels to move business, product, and operations teams to define and deliver solutions
  • Drive change by leveraging analytics such as CSAT and Quality Assurance results along with industry trends to identify opportunities to address friction points and create meaningful business cases.
  • Report on information regarding reasons of escalations back to lines of business to be analyzed and assess risks / issues to ensure appropriate action is taken to mitigate/resolve escalations
  • Collaborate with project teams to implement solutions to improve customer experience through effective management of customer feedback
  • Possess excellent ability to handle sensitive matters with high level of empathy
  • Provide support in customer service procedures, issues, product knowledge
  • Liaise with internal management teams such as risk management, CQA, legal groups, vendors, store personnel, and divisional contacts as needed to resolve customer issues
  • Ensure established guidelines and service levels are followed to provide quality service to customers
  • Maintain current knowledge of industry developments and innovation
  • Bring a solid customer focus and team collaboration to the organization
  • Provides mentoring, leadership, and organization to managers and supervisors.
  • Maintain high levels of team and individual morale through change and development

What You Bring

  • 5-7 years’ experience in call center management activities
  • Retail and loyalty program an asset
  • Ability to problem solve and think analytically
  • Excellent organizational and communication skills
  • Effective presentation skills
  • Ability to work well under pressure, meet deadlines and effectively manage resources.
  • Excellent communication skills both verbal and written

Venez vous joindre à une équipe gagnante qui fait preuve d’innovation, d’énergie, de créativité et de vision. Nous connaissons bien l’importance d’une main-d’œuvre diversifiée et nous encourageons donc les candidatures d’Autochtones, de femmes, de membres des minorités visibles et de personnes ayant un handicap. Nous remercions tous les candidats de leur intérêt, mais nous communiquerons uniquement avec ceux et celles qui auront été retenus pour une entrevue.

PC Finance estime que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter les diversités culturelles croissantes de notre pays dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des mesures d’adaptation sont offertes sur demande aux candidat(e)s et aux collègues qui ont des handicaps.

De plus, nous croyons que la conformité aux lois va de pair avec la bonne conduite. Respecter la loi fait partie intégrante de notre Code de conduite, qui consolide ce que nos clients et nos intervenants attendent de nous.

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