Customer Relations Manager

WHO WE ARE

With over 50 years of success in Canada, we are defined by our team's passion for growing and expanding the business.
 

We are people with GRIP: Go-Getter, Renders Service, Innovative, and Passionate for succeeding.

The well-being of people is the purpose of SPI Health and Safety and involves three fundamental components:

Our Employees

Offer an employee journey where people grow personally and professionally

Our Community

Make this world a better place

Our Clients

Help customers' employees go home safely

Our employees have spoken SPI is officially certified as a GREAT PLACE TO WORK

INTERESTING LINKS

SPI Health and Safety / Our History
Choose to make a difference 
SPI Health and Safety / Careers
SPI Health and Safety / Press releases 
 
 

OUR OFFER
 

Work for an organization with a meaningful mission, a corporate culture that is engaging and innovative, and an excellent work ethic in a highly competitive industry. 
 

• Group RRSP (matched by the employer);
• Flexible group insurance plan;
• Summer hours throughtout the year;
• Dare to Dream program which consists of making an employee's dream come true;
• Access to a gym on the worksite;
• Reimbursement for physical activity;
• Employee discount on all our products;
• Scholarship for employee's and their kids;
• Access to a telehealth program (100% provided by the company);
• Program offering support to employees in need (SPI Connection Committee);
• Employee Assistance Program (EAP) gives you access to professional advice in all health matters;
• Volunteer program (time paid for a cause that matters to you);
• Referral program with a $1000 bonus;
• Continuous training and career opportunities;
• A stimulating work environment filled with exciting challenges;
• And the possibility of working in an environment where YOU matter

YOUR CHALLENGES

The Manager supports the Director, Customer Relations & Branch Network, in the strategic and operational management of the Customer Relation Center (CRC). He oversees the supervision teams within the CRC, including workforce planning, quality management, and their team members. The Manager ensures operational efficiency, process consistency, and alignment of priorities with internal functions and branch operations.

YOUR RESPONSIBILITIES

Operational Leadership

• Directly supervise CRC supervisors and their teams (CRPs);
• Support the Workforce Planning and Quality Manager in their responsibilities, including quality assurance, knowledge management, and product expertise;
• Ensure strict adherence to CRC processes and procedures;
• Identify operational challenges and implement corrective solutions.

Strategic Coordination

• Work closely with the Director, CRC & Branches, to ensure alignment of objectives and priorities;
• Actively participate in workforce planning, continuous improvement initiatives, and performance analysis;
• Contribute to defining and monitoring quality and efficiency objectives.

Cross-Functional Collaboration

• Support supervisors in their roles of managing and engaging CRPs;
• Encourage skills development, ongoing training, and knowledge sharing;
• Foster a positive work environment focused on performance and collaboration.

SPECIFIC SUCCESS MEASURES

• Customer satisfaction levels (CSAT, CES);
• Average handling and response time;
• First-contact resolution rate (ECR).

WHAT WE ARE LOOKING FOR

• 5 years of experience managing customer service or contact center teams;
• Strong skills in workforce planning, performance management, and continuous improvement;
• Ability to analyze operational metrics and translate data into actionable initiatives;
• Engaging leadership style with a focus on collaboration, team development, and empowerment;
• Excellent communication and problem-solving skills;
• Strong customer focus and commitment to service quality;
• Experience in a transforming environment (an asset);
• Bilingual is essential (French and English, spoken and written).

Every day, our values guide our conduct to live in a respectful, honest, transparent and fair workplace. Choose to make a difference  

You want to work for a growing organization with a meaningful mission and excellent work ethic? We want to know you

 

SPI Health and Safety is an equal opportunity employerand is committed to treating all people in a way that allows them to maintain their dignity and independence.

To be eligible for this position, you must legally be permitted to work in Canada, without any additional sponsorship support from SPI Heath and Safety.

We encourage you to apply even if your experience does not perfectly match this job posting, as you may be the right candidate for this role or others.

A background check is mandatory for all external candidates.