Customer Success Supervisor

6 months ago

Waterloo, Canada Cineplex Full time

Work location:
CDS 137 Northfield Dr

City:
Waterloo

What you will do:
Customer Success Supervisor directly supports Customer Support Manager with all department matters assisting with general management of internal tools, processes, training, and vendors.

Manages special projects and ensures operational excellence through best practices and effective training of agents.

Must be flexible to work variety of hours which include days and evenings.

Key Responsibilities:
Management:

- Direct management of technical analyst resources to ensure ticket flow, escalations and closures and handled in a proactive, efficient manner.
- Monitor critical and major incidents to ensure resolution
- Collaborate across teams to identify opportunities to lower the number of incidents coming to Help Desk
- Tools, Processes & Training
- Identify, Recommend, and lead the development of key department tools & processes
- Support to drive high levels of consistency and efficiency through scalable and repeatable processes
- Identify and support the development of training programs to support critical department functions, and our outsourced partner for L1-L2
- Reporting and projects:

- Develop reporting for department including staff utilization, client and trend analysis
- Liaise with data team to develop automation regarding internal/client reporting
- Lead special department or client projects

Leadership:

- Partner with Human Resources to create a high-performance environment and establish a people strategy that attracts, retains, develops, and motivates team members
- Actively contribute to CDM’s culture

Education & Certification
- Diploma or degree in business administration, technology, operations, or related field

Experience
- 1-2 years of support desk management or leadership role
- 2-4 years of working in customer support desk environment
- 2-4 years experience within the digital signage or digital marketing industry

Knowledge, Skills and Abilities
- Demonstrated team leadership and development skills
- Strong problem solving and investigative skills
- Excellent communication skills, both verbal and written, to provide clear and concise summaries and executive updates with the ability to communicate in both technical and business-friendly terminology
- Highly motivated with the ability to work both collaboratively and independently, manage multiple priorities effectively, and take initiative to complete tasks with little oversight and direction required
- Ability to learn quickly, picking up new technologies/skills and business knowledge, in a fast-paced environment
- Knowledge of IT standards, methodologies, audit, and regulatory requirements
- Organized and meticulous with documentation and tracking
- Experienced with Root Cause analysis as well as other operational and problem solving models and strategies

Inclusion & Diversity

Accessibility

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