Customer Service Manager
4 weeks ago
Leanessa Inc is seeking a highly skilled Contact Centre Manager to lead our team of customer service professionals. As a key member of our organization, you will be responsible for driving business growth, improving service quality, and ensuring exceptional customer experiences.
Key Responsibilities:- Hire, Train, and Direct Staff: Lead a team of customer service representatives, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge needed to excel in their roles.
- Market Business Services: Develop and implement strategies to promote our business services, identifying new opportunities and building relationships with key stakeholders.
- Plan and Control Budgets: Manage budgets for client projects, contracts, equipment, and supplies, ensuring effective financial planning and control.
- Plan and Direct Research: Conduct research to identify trends, opportunities, and challenges, providing insights to inform business decisions.
- Direct and Advise Staff: Provide guidance and support to staff on service quality assessment strategies, ensuring they have the tools and knowledge needed to deliver exceptional customer experiences.
- Represent the Company: Act as a representative of Leanessa Inc, building relationships with key stakeholders, and promoting our brand and values.
- Education: College/CEGEP degree or equivalent.
- Experience: 1 year to less than 2 years of experience in a contact centre or customer service role.
- Skills: Excellent communication, leadership, and problem-solving skills, with the ability to work in a fast-paced environment.
As a Contact Centre Manager, you will work in a dynamic and fast-paced environment, with a large caseload and tight deadlines. You will be required to work under pressure, with attention to detail and a focus on delivering exceptional customer experiences.
Personal Suitability:- Accurate: Ability to accurately assess and address customer concerns.
- Client Focus: Strong focus on delivering exceptional customer experiences.
- Dependability: Ability to work independently and as part of a team, with a strong sense of responsibility.
- Efficient Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with staff and stakeholders.
- Excellent Oral Communication: Strong verbal communication skills, with the ability to articulate complex ideas and concepts.
- Excellent Written Communication: Strong written communication skills, with the ability to write clear and concise reports and correspondence.
- Flexibility: Ability to adapt to changing priorities and deadlines, with a flexible and adaptable approach.
- Initiative: Proactive approach, with a strong sense of initiative and a willingness to take on new challenges.
- Judgement: Ability to make sound judgements and decisions, with a strong sense of integrity and ethics.
- Organized: Strong organizational skills, with the ability to prioritize tasks and manage multiple projects.
- Reliability: Ability to work independently and as part of a team, with a strong sense of reliability and accountability.
- Team Player: Strong team player, with the ability to build strong relationships with staff and stakeholders.
Permanent position, with a 35-40 hour workweek.
Work Language:English.
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