Detalii loc de munca
• People Management - provide day-to-day coaching, direction and leadership to frontline team members. Includes performance management and development; facilitating team meetings; escalation resolution and response. • Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base. • Identify, plan and execute key operational improvements to enhance customer experience. • Implement and track appropriate performance objectives and measures to support team members and customer satisfaction while maintaining operational excellence and cost effectiveness. • Relationship Management - manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service.
• Fully fluent in English and French (spoken and written) • Sound knowledge of the major functions of providing exceptional client care, including service provisioning, technical support and complaint management • Knowledge of ACD systems and reporting capabilities, billing systems and/or database management relative to assessing customer satisfaction • Ability to develop highly effective relationships at all levels • Demonstrated ability to lead, train, coach and motivate a team to effectively increase performance results and achieve desired results • Ability to plan, organize and prioritize own time while accomplishing tasks in a cost-effective manner - Able to work in night shifts