Manager, Sales

6 months ago

Burlington, Canada Cogeco Connexion Inc Full time

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.

Time Type:
Régulier

Job Description:
The Manager, Sales & Customer Care is responsible for creating and measuring operational plans and leading change with positive outcomes. Being a customer centric partner that possesses strategic, technical, and analytical capabilities combined with business acumen, customer empathy, and the ability to influence and partner. This person thrives in a dynamic, fluid environment and is focused on delivering annual objectives.

RESPONSIBILITIES:
- Manage, develop, and train a high performing cohesive team- Achieve company objectives by planning thoroughly, setting sales goals, analyzing performance data, and making forecasts- Leverage critical thinking to make adjustments as needed.- Managing productivity effectively and setting the tone of the team through modeling and leadership- Develop skills continuously to ensure team members are meeting revenue objectives- Leverage analytical thinking and metrics to illustrate hypotheses, support recommendations, and drive actions.- Builds programs to consistently achieve high NPS scores, creatively finds ways to leverage NPS data to cultivate customer advocacy programs and achieve annual objectives- Deepen customer advocacy by creating a seamless service experience tailored to our customer needs and potentially across multiple technical support touchpoints- Build a mature sales and customer service capability that plays a vital role in advocating and managing the customer relationship- Develop insights to proactively identify pain points and create corrective action plans- Power continuous improvement leveraging metrics and data-driven approach- Drive innovation and customer success leveraging extraordinary interpersonal skills in a fast-paced environment- Manage and improve all operational aspects, to add value - increasing the quality of our service offerings - end to end- Lead cross-functional strategic projects clearly aligning on business and data needs and delivering annual objectives- Develop and implement strategic and creative tactics to identify, attract, and expand customer relationships- Responsible for the performance management and deliverables of the team- Proactively achieves above average levels of employee satisfaction and minimizes attrition through collaborative and innovative eNPS programs- As part of their function, the incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures
- ACADEMIC TRAINING:
- College Diploma or combination of equivalent education and experience required-
- University degree preferred- WORK EXPERIENCE:
- Minimum 8 years progressive call centre/customer service experience in a similar role within a fast paced call centre environment is required-
- 5 +years experience in a customer service capacity at a managerial level is required- SPECIFIC COMPETENCIES:
- Develop a customer centric organization-
- Ability to gain and maintain senior executive trust-
- Capable of developing and implementing a sustainable strategy-
- Navigate ambiguous situations successfully-
- Manage a large, geographically spread organization-
- Facilitate dialogue across multiple business units, functions, geographies, business partners and Centers of Excellence-
- Detail oriented with proven organizational and planning skills. Able to “think outside the box” and see the “big picture” impact of decisions/actions. Demonstrated thoroughness, follow-up, time management skills are required-
- Self-motivated. Takes initiative in identifying and resolving problems independently. Monitors own work for quality-
- Analytical thinking and reporting knowledgeYou’ll benefit from:
- Flexibility: yes, we think that what you do matters. At work and at home.- Fun: we laugh a lot, it makes every day brighter.- Discounted services: we provide amazing services to our clients, and you’ll get them at home, because you deserve them.- Rewarding Pay: let’s be honest, everybody likes to make a good salary. We offer attractive compensation packages, and it comes with a great culture.- Benefits: we’ve got you covered.- Career Evolution: join us and we will give you the tools to achieve your career goals- Technology: you have a passion for technology? Excellent, we do too. Here, you will manage, influence, play, create, fix, and shape the industry.

Location:
Burlington, ON

Company:
Cogeco Connexion Inc

Chez Cogeco, nous savon

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