Customer Care Manager

Job Overview

Are you passionate and driven to help business find solutions for their customers? We are a leading customer care contact center offering total customer care solutions for renowned clients in the energy and auto sectors across North America and are looking for a skilled Customer Care Manager

The Customer Care Manager is a passionate about solving problems for clients. In this position you play an integral role in offering total customer care solutions for renowned clients in the energy and auto sectors across North America. ICCS also provides comprehensive training, including in-depth classroom instruction, and job shadowing opportunities.

Duties

• Consult with Operations Manager, and Operations Director to determine needs of customer care team and evaluate effectiveness of processes being delivered, for towards continuous improvements
• Develop and modify all forms, documents, and contracts to be used in company operations
• Oversee the staff to ensure proper administration of processes, and workplace policies and regulations.
• Act as liaison with client auditors and assume responsibility for ensuring corrective actions with customer specifications.
• Work with management staff to determine Agent’s training gaps for coaching and make amendments to ensure proper coaching is delivered to all staff.
• Promote and advocate quality achievement and performance improvement across the team.
• Keep up-to-date with business operation changes by attending seminars, workshops, webinars, etc. for continuous learning opportunities.
• Develop new processes to improve business workflow and optimize service levels and other KPI’s as required.
• Support HR with workforce development including identifying retention strategies and supporting in new hire interviews for recruitment.
• Train supervisors and coordinators in techniques and skills for training and coaching employees.
• Provide ongoing coaching to staff
• Other duties as assigned.

Skills

• Post-secondary degree or diploma required
• 3-5 years of work experience in call center or similar business environment with a focus on administrative services management
• Ability to work in a fact paced environment with changing business operations and demonstrate effective change management skills.
• Strong verbal, written and presentation skills
• Strong documentation management experience
• Able to work efficiently as a part of a team as well as independently
• Demonstrated ability to provide beneficial recommendations to solve business process related related to regulations, laws, and policies.
• Knowledge of PIPEDA and GAAP
• Experience with Genysys, and Experian an asset
• Ability to organize and prioritize work and meet deadlines
• Able to build and maintain lasting relationships with corporate departments and key business partners and third parties.
• Extensive people management and coaching skills
• Strong problem identification and problem resolution skills.
• Computer literacy, including effective working skills of MS Word, Excel, PowerPoint and e-mail required.
• Ability to interpret and implement company policies and procedures.
• Travel to US may be required 25% of time

This role is ideal for individuals passionate about delivering outstanding customer service while developing their professional skills in a supportive environment.

Job Types: Full-time, Permanent

Pay: $40,000.00-$46,000.00 per year

Benefits

• Extended health care
• On-site parking
• Paid time off

Work Location: In person