Customer Support Manager Jobs

If you are a talented and experienced Customer Support Manager, Aplin has the right opportunity for you! Our Edmonton-based client is seeking an experienced Manager to lead a team (in the office) of customer service agents to ensure customers receive a first-rate experience. This is an established, international large-scale web-based organization that is headquartered here in Edmonton. There is lots of opportunity for growth here as they continue to expand. If you have a passion for delivering exceptional customer service and have managed a team, please apply.
Benefits & Perks

• Free parking
• Continuous learning opportunities
• Comprehensive health and dental benefits, plus an additional Health Care Spending Account,
• 3 or 4 weeks of vacation and personal days

Responsibilities

• Manage the technology (ex. phone system, ticketing platform) used in the contact center
• Act as the ‘voice of the customer’ and lead the daily call center operations by building a positive working environment
• Interact with other internal departments to ensure customer support needs are being addressed
• Provide direct support as needed to maintain service levels and handle any escalations or higher complexity contacts
• Ensure service levels and additional team objectives are being met
• Create policies, procedures, and standards for consistent and high-quality customer service. Drive new initiatives to make the customer service team even better
• Train and develop employees to build a high-performance team. Coach and observe interactions and deliver solution-oriented feedback to agents
• Monitor KPIs (ex. service levels, agent utilization, average handle time) to identify trends and any areas of opportunity

Qualifications

• Excellent communications skills, with the ability to write policies, procedures, FAQ
• Strong empathy for customers and a calming presence
• A passion for delivering exceptional customer experience
• Technical competency
• 3+ years of experience as a Customer Support Manager with previous experience in a call center
• Proven ability to mentor, coach, and conduct performance reviews
• 3+ years of experience as a Call Center Manager or;

Aplin, one of Canada’s Best Managed Companies, is an employment agency that finds top talent for exceptional organizations across North America. There are no fees to apply to our jobs or engage with our recruiters to find a new career. Companies hire us to help them grow their teams. Visit our website to learn more: www.aplin.com