Team Manager, Customer Service

5 months ago

Woodbridge, 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 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 day-to-day 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 cross-training, 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 post-secondary 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 decision-making skills and a team player.
- Demonstrated ability to collaborate, listen, identify, evaluate, and take initiative consistently.
- Ability to excel in a fast-paced 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 high-performance team.

About 407 ETR
- Highway 407 ETR is an all-electronic open-access 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. (43.23%); 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

  • Customer Service Manager

    6 months ago

    Woodbridge, Canada Walmart Canada Full time

    **Position Summary... **:Working as a Customer Service Manager at Walmart Canada is a great way to develop your skills in the retail industry. A Customer Service Manager coordinates front end operations to provide exceptional customer service to ensure a positive shopping experience and customer loyalty. This role is also accountable for maintaining...

  • Corporate Customer Service Manager

    3 months ago

    Woodbridge, Canada CMP Group Ltd. Full time

    **Corporate Customer Service Manager** CMP Group Ltd. (CMP) is a global manufacturing company with 6 manufacturing and distribution facilities throughout Canada, the United States, Italy, Australia, and China. CMP supplies the recreational and commercial marine industries with a broad range of products for various industry segments, including anchoring &...

  • Customer Service Assistant Department Manager

    5 months ago

    Woodbridge, Canada Longo's Full time

    Longo’s is committed to maintaining an environment where team members have a place to grow and pursue excellence. We are a Canadian, family owned, independent food retailer which has grown and prospered since 1956. Our team members are dedicated to exceeding customer expectations by offering the best food experience to every customer, every time Would you...

  • Appliance Service Technician

    5 months ago

    Woodbridge, Canada Kampen Appliance Service Full time

    **Appliance Service Technician** **Join a Great Team with a Great Work Environment!** The Service Technician is responsible for providing courteous and professional technical service to all of Kampen’s valued customers, diagnosing and repairing various premium household appliances while upholding the company’s high standards of customer service...

  • Appliance Service Technician

    5 months ago

    Woodbridge, Canada Kampen Appliance Service Full time

    **Appliance Service Technician** The Appliance Service Technician is responsible for providing courteous and professional technical service to Kampen’s valued customers, diagnosing and repairing various premium household appliances while upholding the company’s high standards for customer service excellence. **Main Responsibilities** - Consult and...

  • Appliance Service Technician

    5 months ago

    Woodbridge, Canada Kampen Appliance Service Full time

    **Appliance Service Technician** The Appliance Service Technician is responsible for providing courteous and professional technical service to Kampen’s valued customers, diagnosing and repairing various premium household appliances while upholding the company’s high standards for customer service excellence. **Main Responsibilities** - Consult and...

  • Customer Service Coordinator

    1 month ago

    Woodbridge, Canada Elac Research Inc. Full time

    The Customer Service Coordinator customer service functions to ensure smooth operations and high levels of customer satisfaction. This role involves handling customer inquiries and orders, communicating with suppliers, placing and tracking orders, and performing light accounts receivable tasks. **Key Responsibilities**: - **Customer Service**: - Process...

  • Customer Service Associate

    5 months ago

    Woodbridge, Canada Young Drivers of Canada Full time

    **Are you a people person with great communication skills?** **Do you have office/customer service experience and above-average computer skills?** Young Drivers of Canada is looking for people like you! Join Canada’s largest driver training organization as a Customer Service Associate in our National Customer Service Centre. As part of our National...

  • Customer Service Representative

    5 months ago

    Woodbridge, Canada Dynamic Tire Corp Full time

    **Dynamic Tire Inc. is looking for a Customer Service Representative (CSR)** Welcome to Dynamic Tire! Canada’s ONLY Strategic Sourcing Partner in the tire wholesaling industry. With over 25 years of experience in multi-national import operations, expert engineering capabilities, cutting-edge web-based ordering systems, and over 400,000 square feet of...

  • Customer Service Representative

    6 months ago

    Woodbridge, Canada CMP Group Ltd. Full time

    **Customer Service Representative - In office position** CMP 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...

  • Customer Service Representative

    2 months ago

    Woodbridge, Canada Young Drivers of Canada Full time

    **Are you a people person with great communication skills?** **Do you have office/customer service experience and above-average computer skills?** Young Drivers of Canada is looking for people like you! Join Canada’s largest driver training organization as a Customer Service Associate in our National Customer Service Centre. As part of our National...

  • Customer Service Representative

    6 months ago

    Woodbridge, Canada Westlake Pipe and Fittings Full time

    **_We build communities, let us build your career_** **Why choose NAPCO?** - Benefits Day 1! - 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 -...

  • Customer Service Representative

    5 months ago

    Woodbridge, Canada CMP Group Ltd. Full time

    **Customer Service Representative - In office position** CMP 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...

  • Customer Service Representative

    5 months ago

    Woodbridge, 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...

  • Customer Service Representative

    6 months ago

    Woodbridge, 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...

  • Customer Service Representative

    5 months ago

    Woodbridge, Canada CMP Group Ltd. Full time

    **Senior Customer Service Representative - In office** CMP Group Ltd., a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Senior Customer Service Representative to join the team on a full-time permanent basis for the Vaughan location. The Senior Customer Service Representative will provide an exceptional customer...

  • Customer Service Representative

    5 months ago

    Woodbridge, 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...

  • Customer Service Representative

    6 months ago

    Woodbridge, 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...

  • Customer Service Representative

    5 months ago

    Woodbridge, Canada Pfaff Leasing Full time

    Customer Service Representative (Bilingual) Pfaff Leasing Toronto, Woodbridge, ON L4L 8R1 The Pfaff Leasing Customer Service Representative will be responsible for handling inbound service calls from customers while providing excellent customer service and accurately capturing data using company loan Management systems. The Pfaff Leasing Customer Service...

  • Customer Account Manager

    6 months ago

    Woodbridge, Canada ASSA ABLOY Full time

    Are you looking for an opportunity to utilize your customer service background while working for a global industry leader? If you answered yes to these questions, we should talk! Fleming Baron (an ASSA ABLOY company) is growing! We are adding a Customer Account Manager to our team located in Woodbridge, Ontario. **What will you be doing as our Customer...