Customer Support Manager
2 weeks ago
As a Customer Support Manager, you will manage a team of 3rd level customer support specialists, social media response and analytics team members. You are a passionate customer advocate and prioritize customer advocacy in a consistent and delightful manner. The position will report into the Sr. Manager, CS Planning and work closely with other functional leaders to ensure we are building the best experience for our customers.
**PRINCIPAL RESPONSIBILITIES**:
**Operations/3rd Level Support**:
- Actively Manage BPO Operational Performance
- Inbound Calls, VOC, Training, Process flow
- Oversee Forecasting and work force management operations for Canada support team
- Quickly identify gaps in our processes that impact the success of our business
- Working closely with relevant teams to ensure issues are resolved
- Analyzing data and results to guide process change and innovation
- Identifying opportunities agent training in a proactive way
- Research, information collection, information organization
**Social Media**:
- Oversee social response and analytics personnel
- Review responses and analytics to determine process change
- Suggest and implement change through customer feedback
- Manage and assist in development of QA processes for all customer service locations.
**KNOWLEDGE, SKILLS AND ABILITIES**:
- 3+ years of leadership and/ or management experience in Customer Success, Contact Centres, Professional Services, or related disciplines
- Experience successfully overseeing and implementing customer experience improvement and retention plans & strategies to ensure customer loyalty;
- Experience establishing and growing relationships with all key stakeholders in the organization; influential individuals, managers;
- Proven track record of leadership and development of people and teams;
- Proven ability to develop procedures and policies to ensure the effectiveness of a customer call center, ensuring high service level standards and reduced response times;
- Exceptional data analytics and reporting capabilities as well as the ability to identify opportunities to strengthen performance based on the data;
- Strong communication and conflict resolution skills as well as the ability to work in a fast-paced dynamic environment with multiple stakeholders
- A strong work ethic, ability to problem solve and high attention to quality.
- Bilingual French and English nice to have
**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.
**Conditions of Employment**:
**Equal Opportunity Employer**:
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