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Customer Support Manager

2 months ago

Richmond Hill, Ontario, Canada Greenstone Financial Services Canada Full time
{"title": "Customer Support Manager", "content": "Job Summary

Greenstone Financial Services Canada is seeking a highly skilled Customer Support Manager to lead our customer support team. As a key member of our leadership team, you will be responsible for driving a high-performance culture and ensuring that all team members are compliant and working within company guidelines.

The ideal candidate will have 5+ years of experience in a people management role with a focus on customer support or service. They will be able to analyze and interpret data to seek performance and business improvement, and have a proven ability to build and deliver individual and team performance through guidance and coaching of advisors under their leadership and management.

Key Responsibilities
  • Lead and inspire a team of LLQP Licensed Customer Support Advisors on a day-to-day basis to ensure they are fully competent and that their performance meets expectations, through regular coaching, motivating, training.
  • Drive a high-performance culture along with ensuring that all team members are compliant and working within the company guidelines.
  • Effectively manage call queues to ensure service level requirements are met.
  • Identify trends, opportunities and needs within the Support team and other departments, making recommendations for improvements.
  • Manage complaints as needed and complete complaint process.
  • Oversight and day to day management of end-to-end fulfilment process, including managing paper stock, QA.
Requirements
  • 5+ years experience in a people management role with a focus on Customer Support or Service.
  • Proven ability to be able to analyze and interpret data to seek performance and business improvement.
  • Proven capability to build and deliver individual and team performance through guidance and coaching of advisors under their leadership and management.
  • Previous experience within a Customer Service environment.
  • Proven ability to coordinate a group of people to meet expected performance outcomes.
  • Understanding data and interpreting its meaning.
  • Insurance industry call center experience preferred.
What We Offer
  • Hybrid role – 3 days in office and 2 days work-from-home.
  • $500 Health spending account.
  • Will pay for memberships and renewals/ongoing licensing costs for relevant provinces.
", "lang_code": "en-US"}