Customer Service Manager

Customer Service Manager

Reports To: Division Vice President

Status: Full-time, Regular

Location Name: Rob's Albertan

Location Address: Edmonton, AB

Position Summary:

The After-Hours Call Centre Manager is responsible for scheduling duties, report analysis, and dealing with customer escalations for the After-Hours Call Centre Team

Responsibilities:

• Act as a mentor and coach to the Centre-level Customer Service Team Members across Canada
• Ensure there is consistent training, processes, and procedures across all Customer Service resources, for both inbound and outbound calling
• Ensures that After-Hours Call Center is fully staffed and prepared to handle call volume after regular business hours
• Ensures that agents provide the highest levels of customer service
• Monitors the After-Hour Call Centre's capacity plan to make sure that data is provided accurately for after-hours Customer Service Representatives
• Handles all customer issues which require managerial involvement
• Scheduling, reporting, and monitoring of outbound calling program
• Other duties as required

Qualifications:

• Previous Managerial experience required
• Previous Call Centre experience is required
• Previous experience training outbound Call Centre agents required
• Ability to work various shifts (days, afternoons, weekends)
• Advanced MS Excel skills required
• Strong reporting analysis skills required
• Customer-service focused
• Excellent verbal communication
• Strong problem-solving abilities
• Excellent interpersonal and teamwork skills
• People management experience
• Process management experience
• High school diploma or equivalent required; post-secondary education highly preferred
• Ability to work in a demand-service, fast paced, and multitasking environment