Customer Service Manager

2 weeks ago

Brampton, Ontario, Canada Leanessa Inc Full time
Contact Centre Manager Job Description

At Leanessa Inc, we are seeking a highly skilled Contact Centre Manager to lead our customer service team. The ideal candidate will have a strong background in customer service, team management, and business development.

Key Responsibilities:
  • Hire, Train, Direct, and Motivate Staff: Lead a team of customer service representatives, providing guidance and support to ensure excellent service delivery.
  • Market Business Services: Develop and implement strategies to promote our business services and increase customer engagement.
  • Plan and Control Budget and Expenditures: Manage the budget for the contact centre, ensuring efficient use of resources and effective cost control.
  • Plan and Direct Research: Conduct market research to identify trends and opportunities for business growth.
  • Direct and Advise Staff in the Development and Implementation of Service Quality Assessment Strategies: Work with the team to develop and implement quality assessment strategies to ensure excellent customer service.
  • Plan, Administer, and Control Budgets for Client Projects, Contracts, Equipment, and Supplies: Manage budgets for client projects, ensuring timely delivery and effective cost control.
  • Plan, Develop, and Organize the Policies and Procedures of Establishments: Develop and implement policies and procedures to ensure efficient operations and excellent customer service.
  • Represent the Company within Various Economic and Social Organizations: Represent Leanessa Inc at industry events and conferences, promoting our business services and building relationships with key stakeholders.
  • Leading/Instructing Groups: Lead training sessions and workshops to develop the skills of customer service representatives.
  • Provide Customer Service: Ensure excellent customer service delivery, responding to customer inquiries and resolving issues in a timely and professional manner.
  • Assign, Coordinate, and Review Projects and Programs: Manage projects and programs, ensuring timely delivery and effective resource allocation.Supervision:
    • 11-15 people
    Work Conditions and Physical Capabilities:
    • Attention to Detail: Ensure accurate and detailed records of customer interactions and team performance.
    • Fast-Paced Environment: Work in a fast-paced environment, responding to customer inquiries and resolving issues in a timely and professional manner.
    • Large Caseload: Manage a large caseload of customer inquiries and issues.
    • Large Workload: Manage a large workload, prioritizing tasks and ensuring timely delivery.
    • Tight Deadlines: Work under tight deadlines, responding to customer inquiries and resolving issues in a timely and professional manner.
    • Work Under Pressure: Work under pressure, managing a large caseload and workload while maintaining excellent customer service delivery.
    Personal Suitability:
    • Accurate: Ensure accurate and detailed records of customer interactions and team performance.
    • Client Focus: Prioritize customer needs and deliver excellent service.
    • Dependability: Demonstrate dependability and reliability in all aspects of the job.
    • Efficient Interpersonal Skills: Develop and maintain effective relationships with customers, team members, and stakeholders.
    • Excellent Oral Communication: Communicate effectively with customers, team members, and stakeholders.
    • Excellent Written Communication: Communicate effectively in writing, responding to customer inquiries and resolving issues in a timely and professional manner.
    • Flexibility: Demonstrate flexibility and adaptability in a fast-paced environment.
    • Initiative: Take initiative to resolve customer issues and improve team performance.
    • Judgement: Use sound judgement to make decisions that benefit the customer and the team.
    • Organized: Prioritize tasks and manage a large workload to ensure timely delivery.
    • Reliability: Demonstrate reliability and dependability in all aspects of the job.
    • Team Player: Work collaboratively with the team to achieve excellent customer service delivery.
    • Work Term: Permanent
    • Work Language: English
    • Hours: 35 to 40 hours per week

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