Customer Experience Manager

2 weeks ago


Woodbridge, Canada 407 ETR Full time

**Position Summary**:
We are looking for an innovative Customer Experience Manager focused on Customer experience. The individual will identify inefficiencies and recommend process improvements. In addition, they will develop team managers and employees, and execute strategies that will improve the customer experience and employee engagement.

**Duties and Responsibilities**:

- Build a highly engaged and motivated team
- Proactively identify process changes that will improve the customer experience and root out inefficiencies
- Lead the team to drive continuous improvement, define and monitor team performance against KPIs and targets, and ensure corrective actions are taken as needed
- Develop a professional and customer-focused Customer Service team through role-modelling and leadership in a unionized environment
- Develop Team Managers and employees that are interested in the organization’s mission and vision, with the long-term goal to pass down leadership roles to the right people
- Provide regular coaching to direct reports enabling the development of the leadership pipeline and the growth of team members
- Responsible for ensuring the teams are properly trained to execute their best performance
- Lead the development of change management activities to support transformational initiatives
- Lead recruitment activities with HR
- Evaluate customer satisfaction through surveys and employee interviews, to help root out inefficiencies
- Identify process improvements that will result in efficiencies and a reduction in calls
- Execute strategies that will motivate and inspire employees, in order to drive consistent results
- Execute strategies that will improve the customer and employee experience, while achieving department targets and KPIs
- Problem solving with an ability to identify, diagnose and quickly mediate problems and issues that may arise
- Effectively manage relationships with employees, and other stakeholders

**Qualifications**:

- Demonstrable experience leading and managing customer service teams
- A bachelor’s degree in Business or equivalent
- 5+ years of managerial experience in a call center or customer service environment
- French Bilingualism would be considered an asset
- Experience working in a unionized environment an asset
- Excellent verbal and written communication skills
- Excellent problem-solving skills to address issues, time management and organization, project and change management skills
- A mindset of innovation to customer service and a digital strategy
- Action-oriented and enjoys the challenges of a fast-paced environment
- Strong computer proficiency with Microsoft Office tools (Word, Excel & PowerPoint), Peoplesoft and/or Salesforce, Workforce Management Software
- Business acumen to understand the financial aspects of the team and make sound business decisions

**Our Offer**
- Free 407 ETR usage
- Competitive salary, bonus structure
- Competitive vacation package
- Hybrid with flexible working hours
- Community culture
- Continued education budget
- Expect excellence: Collaborative team, learn, and grow with a high-performance team.

**About 407ETR**
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**: _This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization._
- #LI-HYBRID_



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