ROLE PURPOSE

Reporting to the Customer Operations Director, the Customer Service Manager will build and manage a team of customer-obsessed staff who will ensure all the customer touch points consistently provide our customers with a great and consistent service and positive experience.

Attitude and personality are key and these will be evident in your achievements to date, whether that is in the telecoms industry or elsewhere.

JOB DESCRIPTION

The incumbent will be expected to manage the entire customer Services department ensuring excellent customer service is given to our customers. The major deliverables will be to: 

• Draft all the department’s processes and procedures; update on an ongoing basis
• Work with Contact center outsourced partners and the Training Manager to recruit and train the front line staff
• Put in place ongoing training and development program for all customer facing staff
• Manage Outsourced partner to maximize staff efficiency and service availability to customers
• Manage with the Outsourced partner IVR menus
• Draft and continually update the FAQ section of the customer web portal
• Monitor inbound call and customer contact quality
• Prepare regular departmental KPI reports and highlight action plan for addressing weaknesses, if any
• Communicate customer issues that affect other departments as soon as they are identified by Customer
• Service agents from their interactions with customers
• Identify and recommend operational improvements to enhance quality of service and productivity, including new media

JOB REQUIREMENT

The successful candidate must have demonstrable experience and tactical approach to the business requirements.

• A Bachelor’s degree in a relevant field
• Bilingual: French and English
• Minimum 3 years’ experience in managing and/or supervising a Customer Service department or call center
• Excellent people-management, motivation and team building skills
• Proficiency in CRM systems and IVRs
• Willingness to work long hours at times when the job requires it.
• Ability to work both hands on and at a high strategic level

Competencies (Knowledge, Skills and attributes):

• Fast learner, flexible, hardworking and dynamic. 
• Excellent leader and communicator. 
• Highly developed communication and interpersonal skills, able to interact with both managers and employees at all levels 
• Ability to manage multiple projects and deadlines simultaneously while maintaining a strong client service orientation 
• Highly motivated, self-directed & possess a driven personality capable of  working within tight deadlines
• Excellent written & verbal communication skills in French & English

Only applications prepared in both French and English will be considered.

APPLICATION: hr.telcohiring@hotmail.com

CLOSING DATE: 05/03/2016