Customer Service Manager

**About Yummy Catering**

In 2004, Yummy was born in a small kitchen with one chef, one driver and one big dream, to provide healthy and nutritious meals and snacks to schools, childcare centres, and camps. Today Yummy is one of the largest kids catering company in Ontario.

**What You'll Do**

This role is a senior position. As the VP of Customer Care you will be accountable for the management of customer experience. This includes accountability for the planning, prioritization, and day to day management of all aspects of our clients.
- Inspiring, developing and managing, and measuring staff through example, formal coaching, preparation, and delivery of performance reviews.
- Proactively identifying and diagnosing emerging opportunities and/or problems and to initiate actions to capitalize or prevent/overcome the opportunities or problems identified.
- Supporting change management initiatives and ensure planning, implementation and continuous improvement processes are effective
- Managing and motivating a team of 6+ employees
- Creating KPI’s
- Must-have and Nice-to-have experience, knowledge, skills & abilities
- **What You'll Bring**
- Bachelor’s degree in Business/ Operations/ Commerce or a related field of study. Equivalent work experience may be considered a substitution.
- 5-10 years of experience in customer service or a call centre environment.
- 3-5 years of leadership/ people management experience.
- Proven ability to lead teams by inspiring, engaging and excitement; demonstrated desire to spark your team’s intrinsic motivation by creating a work environment that supports an individual’s need to self-direct, enables their team to become experts in their role and connects them to the bigger picture.
- Experience in project management with proven highly developed skills in planning and implementation. Plan and lead internal initiatives and see them through until the end.
- Strong time management and organizational skills with the ability to manage multiple priorities simultaneously.
- Proven negotiation skills with the ability to impact and influence change and work effectively in a collaborative and cross functional environment
- Understanding of call centre and resource planning metrics
- Working knowledge of industry and areas of the business including field operations, Product Development, Customer Boarding, Customer Profile Management, and Customer Service is an asset.

Every day, our customer experience team strives to deliver the best possible experience to our clients. We are a team that loves building relationships and collaborating to get down to the root of issues in order to provide the best possible solutions. We leverage our diverse perspectives by collaborating, innovating, and anticipating our customers' needs to create exceptional experiences.

**What You Get**
- Free daily healthy chef prepared lunches and snacks from day 1
- Lots of opportunities to advance your career
- Creating and building up a strong customer service team
- Competitive pay and annual bonus program based on individual performance and productivity
- Benefits
- Emphasis on Wellness - Meeting Free Fridays (MF2), company holiday closure, just to name a few

**Job Types**: Full-time, Permanent

**Salary**: $80,000.00-$100,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Discounted or free food
- On-site parking
- Wellness program
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 5 years (required)
- People Management: 3 years (required)
- Customer Service Management: 2 years (preferred)

Work Location: One location