Vendor Support, Telus

6 days ago

Oshawa, Canada Reliance Home Comfort Full time

**Company Overview**:
For the past 50 years, Reliance Home Comfort has been the industry leader in providing home comfort solutions to over 1.9 million customers across North America.
Our organization has doubled in size over the past five years and we are incredibly proud to be recognized by:

- Waterstone Human Capital Ltd. as Canada’s 10 Most Admired Corporate Cultures
- Waterstone Human Capital Ltd. for Canada’s Most Admired CEO (Sean O’Brien)
- Glassdoor as “Best Places to Work in Canada”

Each day, 2,300 Reliance team members focus on delivering an outstanding customer experience, developing top talent and giving back to the communities where we live and work. In 2019 alone, we have donated over $650,000 to United Way and $100,000 in equipment to Habitat for Humanity.

**Position**:
Reporting to the Vendor Manager this role is focused on our vendor partnerships and successfully supporting their handling of our inbound customer calls and data entry. The role will be specifically coaching, developing and overall management and support for our vendor partners.

**Core Responsibilities**:

- Enable and support our vendors to exceed Customer Experience and revenue generation targets
- Lead calibration sessions with the vendors to ensure alignment on policy, process and Call Excellence metrics
- Supervision, coaching and leading our vendor partners
- Ongoing coaching and motivating vendor agents in a fast-paced business environment that is continuously evolving and experiencing change
- Maintaining expert-level knowledge on our products and services, ensuring appropriate level of knowledge is shared with the vendors
- Maintain performance and quality standards of the vendors through coaching, monitoring, evaluation and training/development
- Ensure that the vendors have a clear understanding of performance expectations and provide feedback, recognition and coaching for high performance
- Ability to analyze reports and develop recommendations for improvement
- Responsible for creating Outsourcer development and success plans
- Communicate effectively interdepartmentally and cross-functionally
- Foster open and honest communication between all internal team members and outsourcers
- Manage related projects as required

**Qualifications**:

- Minimum 2 years previous experience in Customer Service/tele sales call centre with both inbound/outbound teams
- vendor management or coordination experience preferred
- Industry knowledge and/or experience working with HVAC and service protection plans is a strong asset
- Results-driven individual who takes initiative to drive the business
- Proven leadership, communication and interpersonal skills
- Proven ability to motivate, coach and develop people in a team-based environment
- Superior problem-solving skills and analytical ability
- Top-notch customer service with both internal and external customers
- Responsive and easily adapts, embraces and leads change
- Ability and aptitude to recognize and positively address performance challenges
- PC literate and adept with learning new systems, good working knowledge of MS Office and CMS
- Excellent time management and organizational skills
- Work hours are typically Monday to Friday, with shifts between the hours of 8:00 am and 5:30 pm-support outside of these hours will be required at times as the Vendor call centres operate 24/7/365.

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