• Fully Bilingual (French, English) Spoken and written
• Strong knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)
• Five years of progressive management experience.
• Advanced communication, organizational and interpersonal skills
• Ability to tactfully and diplomatically resolve challenges with a focus on exceptional customer service.
• Strong research skills, with a focus on attention to detail and time management.
• Interest and ability to provide valuable and meaningful direction and coaching to the team.
• Committed to continuously raising the bar when it comes to ensuring positive customer experiences.
• Minimum 3-5 year experience managing incoming Call center

Education: College diploma in a business discipline or equivalent combination of education and experience

Responsibilities:

• Manage the Customer Service Team to ensure high quality service to our customers.
• Manage the complaint resolution process.
• Ensure effective training and development of staff; including Product Knowledge, systems and process.
• Provide management reports indicating customer satisfaction.
• Attend management meetings and customer meetings as necessary.
• Ensure communication to Customer Service Team of all customer and management requirements.
• Oversee the effectiveness of customer telephone communication.
• Manage employee performance, including performance reviews, hiring and discipline as required.

As a member of the senior management team, you will lead by example in resolving customer challenges and ensuring lasting value. With a goal of transforming complaints into positive experiences, you are easily able to assess situations and initiate changes to ensure immediate and future satisfaction. While most of your focus will be on specific service quality functions, you'll look at the big picture as it relates to complaints management and resolution and will work with the senior management team to ensure best practices.