Position Title: Customer Care Centre Manager
Status: Full-time
Location: Don Mills
Reports To: Director, Customer Care
Summary
The Don Mills Customer Care Centre Manager will lead a 55 seat Contact Centre, one of three that make up the Grand & Toy Customer Care organization. With a current employee base of 50 including 5 Direct Reports, the Don Mills Customer Care Centre Manager will assume full responsibility for day to day operations as well as participate in the strategic evolution of Customer Care. The Customer Care Centres are primarily responsible for providing service and sales support to internal and external customers and interact with them via phone, fax, e-mail and live chat.
Responsibilities
· Responsible for Associate engagement including the development of a plan on how to foster a culture of participation, continuous improvement and appreciation
· Accountable for the achievement of annual productivity, quality and sales targets
· Work on the continuing and successful partnership with the Customer Care union
· Help strengthen and integrate Grand & Toy channels by partnering with the field sales, internet and store support teams
· Deliver operational efficiency improvements through means of finding lower cost alternatives as well as technology and process enhancements
· Assume accountability for managing the Don Mills Customer Care Centre budget
· Partner with Work Force Management on the achievement of service level
· Promote a performance based culture where Associates feel empowered and supported in the achievement of day to day productivity and quality targets
· Responsible for the recruitment of Associates as needed to backfill for attrition
· Manage the annual performance review process for Don Mills Associates
· Take ownership for the delivery of Customer Care initiatives including projects
Qualifications
· Post secondary education preferred
· 5+ years of sales and service management experience in a Contact Centre
· Energetic, value driven with a passion for developing employees
· Versatile leader that can match leadership style to the employees needs
· Strategic thinker with experience is a national organization
· Experience with Contact Centre technologies for telephony, CRM and quality
· Strong analytical, problem solving and organizational skills
· Excellent verbal and written communication skills
· Previous experience in a unionized Contact Centre is a strong asset
Grand & Toy Ltd. offers competitive wages and benefits package based on experience.
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