Customer Experience Manager

3 weeks ago

Tiverton, Canada Bruce Telecom Full time

**About Us**

Bruce Telecom is a leading telecommunications company committed to delivering reliable and innovative connectivity solutions to businesses and consumers in Bruce and Grey counties. We pride ourselves on our dedication to customer satisfaction and strive to provide exceptional customer care and technical support services.

**Position Overview**

**Responsibilities include, but are not limited to**:
1. Manage People and Performance
- Lead and manage the customer care and technical support teams, providing direction, support, and mentorship to team members.
- Develop and maintain documentation, training material, and knowledge bases to support the ongoing training and development of team members.
- Lead and manage the recruitment and onboarding of new staff, supporting them to ensure success in their role
- Conduct regular performance evaluations and provide feedback to team members to support their professional development and growth.
- Foster a positive and collaborative team culture that values open communication, teamwork, and a customer-first mindset.

2. Align department planning to meet key business initiatives:

- Serve as the primary point of contact for escalated customer inquiries and complaints, working closely with team members to address issues effectively and ensure timely resolution.
- Collaborate with other departments/teams to advocate for customer needs and ensure alignment on customer-centric initiatives.
- Analyze customer feedback data to identify trends, opportunities for service improvement, and areas for operational optimization.
- Ensure adherence to budgetary constraints.

3. Deliver Results
- Develop and implement strategies to enhance the overall customer experience, including streamlining processes, improving response times, reducing resolution times, and increasing customer satisfaction scores.
- Proactively plan to eliminate or mitigate obstacles to performance ensuring customer-centric results are achieved.
- Develop and implement quality assurance processes and performance metrics to monitor and evaluate team performance, ensuring adherence to our terms of service and customer care standards.
- Stay up to date with industry trends, emerging technologies, and best practices in telecommunications and customer service, implementing innovative solutions to improve the customer experience.

4. Demonstrate Leadership
- Attend corporate, community, and sponsored events to represent the company as required.
- Contribute to continuous improvement of business processes, systems, polices, and services.
- Understand, involve others, and communicate business evolution to ensure alignment with all team members.

**Qualifications**:

- Bachelor’s degree in Business Administration, Computer Science, or related field.
- 2+ years in a leadership or management position.
- Strong technical aptitude and understanding of telecommunications systems, networks, and equipment.
- Excellent communication skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels of the organization.
- Proven leadership and team management skills, with the ability to inspire, motivate, and develop high performing teams.
- Experience implementing customer service best practices, quality assurance processes, and performance metrics.
- Ability to thrive in a fast paced any dynamic environment, managing multiple priorities and competing deadlines.
- Analytic mindset with the ability to interpret data, generate insights, and make data-driven decisions to improve operational efficiency and customer satisfaction.
- Customer-centric mindset with a strong commitment to delivering exceptional customer experiences.

**Hours of Work**: 40 hours per week. Participate in the On-Call management rotation.

If you are a customer-focused leader with a passion for delivering exceptional customer experiences and driving continuous improvement, we want to hear from you Join us in shaping the future of customer care and technical support at Bruce Telecom.

Pay: $80,000.00-$90,000.00 per year

**Benefits**:

- Company pension
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Schedule:

- Monday to Friday
- On call
- Weekends as needed

Ability to commute/relocate:

- Tiverton, ON N0G 2T0: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Leadership/Management: 2 years (required)

**Location**:

- Tiverton, ON N0G 2T0 (required)

Work Location: In person

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