Senior Manager, Customer Care

About the job

Customer Care (60%)

• Accountable for the Customer Care team and the delivery of related services through a 24/7/365 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.

Productivity and Process Improvement (40%)

• 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

Position Qualifications & Competencies

• 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