Customer Support Manager
24 hours ago
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.
Key Responsibilities:
- Lead and inspire a team of Customer Support Advisors on a day-to-day basis to ensure they are fully competent and that their performance meets expectations.
- Drive a high-performance culture and ensure that all team members are compliant and working within company guidelines.
- Provide effective coaching, training, and mentoring to support advisors, ensuring all advisors are adequately supported and trained in their role.
- Conduct call monitoring to ensure advisors are meeting QA and compliance requirements.
- Implement performance management processes with individuals where necessary.
- Make process improvement suggestions and identify techniques to overcome obstacles that may arise.
- 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 the complaint process.
Requirements:
- 5+ years of experience in a people management role with a focus on Customer Support or Service.
- Experience managing administrative functions and/or fulfillment.
- Proven ability 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 of 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.
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Richmond Hill, Ontario, Canada Greenstone Financial Services Canada Full time{"title": "Customer Support Manager", "content": "Job SummaryGreenstone Financial Services Canada is seeking a highly skilled Customer Support Manager to lead our customer support team. As a key member of our organization, you will be responsible for providing exceptional customer service, managing a team of customer support advisors, and driving business...
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Richmond Hill, Ontario, Canada Greenstone Financial Services Canada Full time{"title": "Customer Support Manager", "content": "Job SummaryGreenstone 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...
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