Manager, Customer Experience

8 months ago

Toronto, Canada Endy Full time

Endy is looking for a collaborative, curious Manager, Customer Experience to join its Customer Experience team. In this role, you will be responsible for leading, coaching, and managing a team of Customer Experience Specialists to achieve and maintain standards aligned with established KPIs. This role involves overseeing daily operations, workforce management, quality assurance, and fostering a positive and product team culture.

You will play a crucial role in understanding customer needs, addressing concerns, and implementing strategies to enhance overall satisfaction. Your strong analytical skills are driven by targets and metrics to measure the overall success of a contact centre team. This position requires a blend of interpersonal skills, strength in people leadership, problem-solving abilities, and a strategic mindset to continuously improve the customer journey.

**What You'll Do**:

- Ensure team performance aligns with established KPIs, including service levels, absenteeism, productivity, customer satisfaction (CSAT) and quality assurance (QA)
- Oversee daily, weekly, and monthly coverage and capacity planning
- Manage day-to-day absences to ensure adequate coverage across all channels, business hours and brands
- Analyze contact centre statistics to monitor staff and operational efficiency
- Oversee the QA program, managing relationships with QA partnerships
- Ensure consistent and timely QA Completion, providing coaching
- Ensure team leadership has up-to-date information to share with the team and customers
- Handle escalated issues effectively and provide timely feedback to the team
- Advocate for changes based on Voice of the Customer feedback to improve overall CSAT
- Collaborate with the CX Strategy team on programs and initiatives to enhance the employee and customer experience

**Who You Are**:

- Proven experience in a leadership or managerial role, preferably in a start-up environment
- Ability to inspire and motivate a team, fostering a positive and collaborative work culture
- Demonstrated capability to make decisions, delegate tasks, and manage team performance effectively
- Deep understanding of customer needs and a commitment to delivering a memorable customer experience
- Ability to adapt to changing customer needs, industry trends, and organizational goals
- Exceptional written, verbal, and interpersonal skills
- Bilingualism (French/English) is considered an asset

If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you.
- We thank all applicants for their interest in Endy; however, only those selected for an interview will be contacted.
- Endy is proud to be an equal-opportunity employer. We are committed to ensuring a fair and equitable recruitment and selection process, and cultivating a diverse and inclusive workplace for all employees. Accommodations in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act are available upon request at all stages of the employment process._

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