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Customer Support Manager

2 months ago

Richmond Hill, Ontario, Canada Greenstone Financial Services Canada Full time
Customer Support Manager

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.

Requirements:

  • 5+ years of experience in a people management role with a focus on Customer Support or Service.
  • 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:

  • A hybrid role with 3 days in office and 2 days work-from-home.
  • A $500 Health spending account.
  • Will pay for memberships and renewals/ongoing licensing costs for relevant provinces.