Job Description

Customer Service Manager

Posted Friday, May 18, 2012

Overview

Reporting to the Manager, Employee Performance this position is key to the successful development of trusted advisor team members in the Contact Centre.  The Customer Service Manager is responsible for all aspects of trusted advisor team members’ development to ensure revenues, member satisfaction and employee engagement key performance indicators are achieved.

Key Functions:

Develop, support and mentor a team of trusted advisor agents to ensure revenues, member satisfaction and employee engagement key performance indicators are achieved
Ensure efficient and quality performance of team members using a balance of quality call monitoring assessments and ongoing coaching
Responsible for ensuring that team members develop an enhanced understanding of the business, program, product and policies to support first call resolution
Establish and communicate all program, product and policy changes as they affect the trusted advisor teams and the business
Manage team attendance and meet Aeroplan corporate attendance objective
Initiate and maintain ongoing communication with local union representatives to nurture an effective working relationship

Skills

Required Skills and Competencies:

Post secondary degree
Minimum 5 years in a Customer Service environment.
Minimum 3 years of people management / team leadership.
Experience in a unionized environment is a strong asset
Excellent at establishing and maintain effective relationships throughout the organization
Strong coaching experience required
Motivated and enthusiastic team player who can work under pressure in an autonomous and/or team environment
Self-starter with demonstrated leadership skills
Excellent oral, written, influencing, presentation, communication and interpersonal skills
Results driven with creative approach to idea generation and problem solving
Generates suggestions for improving work
Team oriented
Able to establish and maintain effective relationships throughout the organization
Entrepreneurial spirit, good judgment and strong sense of initiative

Experience

Associate

Job Type

Full-Time

Location

• Montreal, Quebec

Job Function

• Customer Service
• Project Management

Job Industry

• Marketing and Advertising