Senior Manager, Contact Centre Operations - Contract

at  GS1 Canada

DESCRIPTION

This position is responsible for ensuring the highest level of customer service is provided to current and potential Subscribers. The incumbent manages the day-to-day operations of supervisors in a Subscriber Delivery and Support environment. Key metrics for this role may include: key customer feedback, Subscribers retained, new Subscribers acquired, and increased Subscribership through adoption of other services. The incumbent will be responsible to ensure team is trained and equipped with required knowledge and tools. Incumbent will be required to do coaching, monitoring and training as per assigned KPI’s & Goals.

SKILLS, KNOWLEDGE & EXPERTISE

• University degree in a related subject or equivalent preferred;
• Minimum 3 years contact centre experience in B2B and B2C;
• Fully knowledgeable of Contact Centre systems and tools, preferably Genesys and Microsoft CRM;
• 5 to 7 years of experience within a customer relations industry, with at least 3 years of supervisory experience, motivating and leading teams in Contact Centre environment;
• Exhibited and proven leadership skills in motivating and educating others with a demonstrable track record in managing a high-performance team;
• Effective time management skills and competency with Project Management methodologies;
• Positive can-do and take-charge attitude; capable of working as part of a team and independently;
• Capacity to quickly and effectively manage and deliver multiple priorities, which may be driven by competing and sometimes conflicting commitments;
• Ideally, experience with B2B marketing and/or sales experience within the Supply Chain industry;
• Strong analytical, problem solving, planning, change management and communication skills;
• Strong interpersonal skills and professionalism to develop and maintain collaborative working relationships and partnerships with stakeholders and colleagues at all levels;
• Effective time management skills and experience managing operational Projects;
• Proven proficiency in MS Office suite, particularly in Excel, Word & Outlook, and experience with Access an asset.

• Leads a team of Supervisors, who are responsible for inbound and outbound calls and emails in a customer centric contact centre environment;
• Provides leadership to direct reports by engaging and mentoring staff, to drive customer engagement and satisfaction;
• Produces weekly supervisor performance team reports;
• Manages projects (in collaboration with other teams);
• Ensures teams are performing at an optimal level and are contributing positively to the department’s key performance indicators.;
• Coaches Supervisors in a style appropriate to their knowledge and experience level; provides regular informal feedback, development planning, coaching and participates with each employee in a formal performance management process;
• Serves as point of contact from internal and external customers escalations, focused on the successful resolution of customer issues;
• Provides direction, motivation, mentoring and coaching to supervisors;
• Ensures Subscriber relationships are established and maintained through provision of exceptional service, serves as a SME to supervisors and cross-functional teams;
• Manages scheduling/forecasting of teams for vacations and holidays and training;
• Ensures system data integrity, maintains and develops reports to support analysis of customer activity;
• Ensure all Standard Operating Procedures are current and up-to-date;
• Establishes intradepartmental relationships, maintains regular communication and meets expectations in level of response and service;
• Establishes, maintains and delivers Subscriber campaigns/programs and ensures tracking and reporting to measure trending/patterns;
• Manages supervisors projects and deliverables (Communications campaigns projects, continuous improvement, project management through employees etc.)
• Maintains and ensures adherence to department and corporate policies and procedures;
• Supports cross selling and upselling opportunities for GS1 Canada by providing team with ongoing learning and development Supports & Leads departmental projects where assigned with internal stakeholders and communicates changes and progress to Line Manager;
• Continuously seeks process improvement opportunities and seeks customer feedback to improve service;
• Perform various other duties as delegated or assigned, including participating in special projects.