Customer Experience Team Lead

3 weeks ago

Toronto, Canada Northern Reflections Full time

Established in 1985, Northern Reflections is an iconic Canadian apparel & lifestyle brand with over 130 locations from coast to coast, a thriving e-commerce business and a team of talented in-house designers. We are proud to be recognized not just as a clothing brand, but also as one of Canada’s most loved employers

For over 37 years Northern Reflections has been attracting top talent to join our transformational Canadian retail success story. Our quest for enthusiastic, innovative people is vital to the growth of our brand and to ensure we maintain the trust we have earned with our customers over the past decades.

At Northern Reflections, we provide an environment of empowerment where cross-functional teams collaborate and support one another to achieve mutual goals. We believe in integrity, respect and building a high-performing atmosphere that thrives on innovation and adaptability.

As our business evolves, our vision has remained constant:

- We are devoted to our customers, passionate about our brand, and inspired by our people._

This leadership role is responsible for the daily operations of the Call Centre. As a high performer, you proactively seek ways to improve internal processes to streamline and improve efficiency.

Experience in a call centre environment is essential including a high-level understanding of the operations, technology, analytics, and reporting. You are highly organized, self-motivated, and initiative minded with excellent multi-tasking skills. You lead by example, possess a strong work ethic, and enjoy working directly with customers and your team.

This full-time position offers a hybrid work model with 2 days/week at our Store Support Centre in Etobicoke.

**Job Duties**
- Drive a culture of accountability, continuous improvement, and personal excellence through performance management
- Manage customer reviews and interactions on ALL touchpoints (paid media, store locator services, website Yotpo review system, social inboxes)
- Run and analyze reports, track calls and report on results.
- Provides weekly product feedback, channel volume, Shop by Phone Sales, customer behavior, observations, opportunities, and wins
- Responsible for creating monthly schedules and maintaining training documentation, policies, and procedures
- Updates, records, and uploads messaging in the Call Centre IVR / Scripts as needed
- Other duties and responsibilities as assigned

**Requirements**:

- Excellent organizational and multi-tasking skills with discipline to stay focused, and self-manage
- Fluent in English with exceptional writing skills and the ability to type swiftly with high accuracy
- Flexible schedule to support the needs of the business within the hours of operation
- The ability to evaluate, troubleshoot, and follow up to resolve issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be empathetic, responsive, patient, and conscientious
- Thrives in a fast-paced environment where change and ambiguity are prevalent
- Passionate about customer service and building meaningful relationships with our loyal customers and Northern Reflections family

**Technical Skills**
- Call Centre experience and the operations of a Call Centre Platform (Currently on Five 9 - non-cloud-based version)
- NAV experience is an asset
- Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Have a wired, high-speed internet connection (Download speed of 20Mbps+)

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

**Experience**:

- Call center: 2 years (required)
- managing a call centre platform: 2 years (required)
- Retail management: 2 years (required)

Work Location: In person

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