Technical Manager

6 months ago

Barrie, Canada Napoleon Products Full time

Job Details

Description

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-side scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

**Location**: 214 Bayview Drive, Barrie

**Reports To**: Customer Experience Director

**Key Responsibilities**:

- Develop call center systems focused to improve; customer interaction, voice response systems and networks, user interfaces; developing and executing user acceptance test plans; planning and controlling implementations in support of technical initiatives.
- Orchestrate change within the Operations group - provide regular communication updates on progress against performance targets and customer defined operational changes.
- Generate, analyze and develop strategies for productivity from data generated from Sales Force. Analyze records of incoming calls to identify peak season trending.
- Meet departmental financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures as well as analyzing variances and initiating corrective actions.
- Maintain departmental equipment. Develop preventive maintenance and repair programs and evaluate and implement system upgrades.
- Ensure agents have the knowledge and skills to answer customers’ inquiries and requests for support issues quickly and effectively. Provide leadership and direction to the Technical services team.
- Develop training programs that ensure agents have full product and service knowledge, as well as customer handling skills.
- Schedule the appropriate levels of labor to meet the high demands of the department and to minimize call waiting times.
- Develop incentives for employees to keep them enthusiastic and increase levels of motivation.
- Create reports on various aspects of the call-center performance to other members of the Management team.
- Mentor, coach and provide timely feedback, including annual performance and compensation reviews; where necessary develop Personal Improvement Plans (PIPs), to enable all Associates to reach expected level of performance. Actively drive personal and professional development within the team. Conducts ongoing “gap” and competency analysis to ensure “bench strength” and succession planning are in place within the team to support individual and company objectives.

**Education & Experience**:

- College Diploma or University Degree in Business preferred
- Minimum 4 years’ management experience coupled with at least 2 years’ experience in handling floor operations in a call centre industry/environment.
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook), Visual Manufacturing and Sales Force

**Specialized Skills**:

- Proven time management skills with the ability to multitask, set priorities and meet deadlines
- Uses sound logic and reasoning to offer effective solutions to problems
- Strong organizational and communication skills are required
- Must be a positive leader and strategic thinker

**IGNITE YOUR CAREER, **Some of our competitive benefits include:

- Competitive Compensation / Wages
- Medical, dental, and vision insurance
- Retirement Savings Plan (RRSP/DPSP)
- Tuition reimbursement
- Life insurance and disability coverage
- Associate Purchase Programs, Product Discounts, In-house Sales
- Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
- Napoleon Cares - Associates helping Associates
- Employee Assistance Plan
- Napoleon Recognition Program
- GOevisits, virtual doctor visits
- And more

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

**Qualifications**:
Behaviors

**Required**

**Loyal***: Shows firm and constant support to a cause**Leader***: Inspires teammates to follow them**Dedicated***: Devoted to a task or purpose with loyalty or integrityMotivations

**Required**

**Peer Recognition***: Inspired to perform well by the praise of coworkers**Ability to Make an Impact***: Inspired to perform well by the ability to contribute to the success of a project or the organization**Goal Completion***: Inspired to perform well by the completion of tasks

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