Location: Canada
Date published: 18-Feb-2025
Job ID: 140078
Description and Requirements
Work Location: Onsite
Position Type: Permanent
Location: Etobicoke, Ontario
Compensation Range: $110,000
Our client, in the security, industry is seeking a Sr. Customer Experience Manager.
Responsibilities:
Customer Care (60%)
- Accountable for the Customer Care team and the delivery of related services through a 24/7 call centre environment.
- Drive effective management and scheduling of team resources to support business hours and meet customer demand.
- Establish and communicate business goals and deliverables for the team, reviewing periodically to ensure they continue to align with business priorities, remain relevant and achievable.
- Continually review performance against KPIs at a team and individual level, identifying and driving service improvement opportunities and recognizing service excellence.
- Ensure team representatives have the mannerisms, knowledge and access to the tools and training they need to succeed in their role.
- Work with internal and external technology partners, to acquire an in depth understanding of the solution design, and then apply this to the Customer Care framework.
- Identify and drive stakeholder reviews of customer use cases for future process and solution enhancements, to ensure the Support Model reflects customer needs and expectations.
- Create and execute the Customer Care Roadmap, aligning with the Corporate and Country Strategy to ensure the Support Model aligns in scope and timing of change management.
- Drive service improvement, through analysis of recurring issues and trends, working with internal and external technology and business partners, including vendors.
- Define and maintain policies and procedures for the team, ensuring they align with business requirements and customer solutions in production.
- Drive compliance with required policies and procedures, ensuring any risks identified are mitigated efficiently and effectively as per agreed timelines.
- Identify and drive opportunities for process improvements, working with other areas of the business as required.
- Collaborate with US Customer Care representatives to identify best practices and apply in country.
- Monitor industry trends and innovation, identifying opportunities for improvement and applying to the current model to ensure we remain a leader in the customer care space.
Qualifications:
- 10+ years’ experience overseeing customer care and/or technical support environments at a strategic level; centre stand up experience (design/growth/scale); previous experience leading teams 20+ members; 24/7 environments
- Commitment to results – challenges self and others to high performance, drives projects through to completion
- Analytical mindset – dashboard and KPI design, analysis of performance, creative problem-solving mindset
- Strong project management, planning and detailed execution skills
- Experience in vendor management and vendor selection is an asset
- Tactical leadership style with the ability to drive employee engagement in team settings
- Excellent communication and presentation skills at C-Suite level; gains commitment and influences stakeholder engagement
- Extensive experience in Call Centre and Case Management Software and internal/external integration
- Experience in technical support of POS, ATM, Smart Safes advantageous
- Advanced working knowledge of MS Office Product Suite
- Bachelor’s Degree or higher in Business Administration, or related field
- Bilingualism (English/French) is an asset
All interested applicants who meet the qualifications listed above are invited to submit a resume by clicking "Apply Now".
The indicated pay range for this position is a good-faith estimate based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Additionally, it is emphasized that the pay band mentioned herein is the one established by the client company. Factors that may be used when making an offer may include a candidate’s skills, experience and geographic location, the expected quality and quantity of work. Most candidates will start at the bottom half of the pay range, with the upper end reserved for candidates with extensive experience and skills and who live in geographic markets commanding a higher starting pay. An employee’s pay history will not be a contributing factor where prohibited by local law.
This information is subject to change and serves as a general guideline for compensation discussions. Actual offers may vary based on specific circumstances and company policies.