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Customer Contact Centre Manager
3 weeks ago
As Toronto's premiere gourmet food shop, we've been bringing the world's very best to the city for more than 50 years, building a reputation for exceptional quality, service and selection. We offer a safe working environment, opportunities for growth and development, and a positive team atmosphere.
The Customer Contact Centre Manager is responsible for overseeing the day-to-day operations within the Contact Centre with oversight to the e-commerce sales channel and catering sales. This position is responsible for delivering on business requirements, creating a positive work environment and strong team culture, developing and coaching staff, and building strong customer/client relationships that drive sales
- Manage the team of agents and sales reps through goal setting and Key Performance Indicators metrics to drive a sales performance and customer experience culture
- Oversee, optimize, and improve the customer’s ordering experience and the order management process from end-to-end
- Be the first point of contact for the phone system user experience and functionality
- Oversee the billing and collection process on accounts is timely and accurate
**Required Experience**
- Minimum of 5 years’ experience working in customer service, call center and sales environments
- Experience leading a sales team and the managing the sales funnel process
- A deep understanding and working knowledge of NetSuite (customer management, sales, marketing, and e-commerce)
- E-commerce order management, digital customer experiences, customer experience management
- Passion for fine foods, entertaining, catering and events
- Pusateri's is an equal opportunity employer and prohibits discrimination of any kind. Accommodations are available upon request for all applicants throughout the recruitment process_
- INDHIGH_
**Benefits**:
- Dental care
- Discounted or free food
- Extended health care
- Store discount
Schedule:
- Holidays
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus pay
Ability to commute/relocate:
- North York, ON: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Supervisor/Manager: 3 years (required)
**Language**:
- English (required)
