Customer Support Manager

1 month ago

Mississauga, Ontario, Canada Randstad Canada Full time
Customer Support Manager Job Description

We are seeking a dedicated Customer Support Manager to join our dynamic team in Toronto. As a key player in our organization, you will have the opportunity to shape our customer support strategy, drive team performance, and foster a culture of excellence.

Responsibilities
  • Lead and provide direction for the team on a daily basis
  • Ensure team and individual goals align with company / department direction
  • Maintain a strong floor presence and work with management team to ensure adequate floor support at all times
  • Build a high-performance, high-energy culture to reach individual and team KPIs
  • Conduct team meetings, workshops and monthly one on one catch ups with advisors/ team
  • Utilize management reports to identify developmental opportunities and monitor behaviours
  • Complete required formal reviews within required timeframes e.g. probation reviews, 121s, performance reviews
  • Possess an intimate knowledge of teams individual and overall daily results
  • Implement and drive incentive programs to motivate team
  • Identify causes for gaps in performance and implement an effective strategy/coaching to improve performance
  • Provide effective coaching, training and mentoring to support advisors, ensuring all advisors are adequately supported and trained in their role.
  • Identify growth potential/individual development areas for advisors and develop advisors within their role or for internal business opportunities
  • Conduct call monitoring to ensure advisors are meeting QA and compliance requirements
  • Implement performance management process with individuals where necessary
  • Make process improvement suggestions and identifying techniques to overcome obstacles which may arise
  • Lead by example though living the Greenstone values, demonstrating authentic leadership and adhering to business rules.
  • Demonstrate commitment to the team to support and enhance strong team dynamics and build trust
  • Inspire and challenge advisors to build a customer centric culture
  • Uphold a positive, supportive and engaging leadership style when communicating and rolling out changes/updates
Requirements
  • 5+ years experience in a people management role with a focus on Customer Support or Service.
  • Experience managing administrative functions and/or fulfillment.
  • Proven ability to be able to analyze and interpret data to seek performance and business improvement
  • Demonstrated ability to be able to lead people
  • Proven capability to build and deliver individual and team performance through guidance and coaching of advisors under their leadership and management
  • A good understanding of call centr processes and procedures including Evolve PA, ERM, Genesys and Softphone telephony systems
  • Previous experience within a Customer Service environment
  • Consistently demonstrating Greenstone values
  • Proven ability to coordinate a group of people to meet expected performance outcomes
  • Strong communication and organization skills and attention to detail
  • Drive, motivation and innovative thinking
  • Ability to embrace change in a fast-paced environment
  • Understanding data and interpreting it's meaning
  • A professional demeanor
What We Offer
  • 4 weeks' vacation leave per year
  • Hybrid role – 3 days in office and 2 days work-from-home
  • 100% employer paid health benefits
  • $500 Health spending account
  • $100 monthly transportation benefit
  • Parental leave top-up
  • 5% RRSP matching
  • Growth opportunities
  • Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
  • Free weekly lunches and more

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