Solutions Centre Leader Jobs

XPERIGO IS AN EXCITING PLACE TO WORK.

Proudly Canadian, for over 30 years, Xperigo has provided B2B roadside assistance and automotive services in Canada and the U.S. market. We provide private label roadside services to top automobile manufacturers, rental car companies and other organizations with large vehicle fleets. We are dedicated to providing best in-class customer experiences to our clients and are continually looking for new and innovative ways to exceed our client’s expectations.

Position Details

Currently our Solutions Centre (Contact Centre) is looking for a Solutions Centre Leader. Solutions Centre Leaders are responsible for managing the performance of Solutions Specialists and supporting the Solutions Centre. Solutions Centre Leaders will report to Program Leaders.

The ideal candidate will have experience managing and developing Team Members. Hours of work will be scheduled based on business needs and will include evening and weekends.

Remote work will be involved in this position.

Outlined below are some of the key functions of the role:

What You'll Be Doing

Manage the performance of a team of Solutions Specialists

• Embrace a change management mindset
• Coach, mentor and develop Solutions Specialist to exceed key performance indicators.
• Create and monitor performance improvement plans for Solutions Specialists
• Celebrate individual/team performance through recognition program and other acknowledgements
• Manage issues promptly ensuring timely resolution of problems.
• Fosters a positive work environment and culture

Oversee, mentor, and develop the Solutions Specialist, Supervise day-to-day operations

• Enforce Xperigo regulations and policies
• Share knowledge to empower coworkers
• Supports the individual Solutions Specialist in developing their own career path.
• Participates in recruitment of new staff
• Set strategies to attain performance goals for Solutions Specialist

Administrative Duties

• Document coaching and performance meetings
• Facilitate training or meetings as needed
• Mid-year and end of year performance reviews
• Submit tickets for technical issues
• Oversee departmental administrative duties (Onboarding, Termination, etc.)

Other Tasks As Required

What You Need to Succeed:

An Ideal Candidate Will Have

• Strong understanding of Solutions Centre/Contact Centre Operations
• MS Suite Tools knowledge preferred
• Previous experience with Roadside Assistance an asset
• Previous Leadership experience
• Experience with project management an asset

What Xperigo Offers

• Paid Vacation and other time off entitlements
• Corporate Discounts
• Incentive Programs
• Virtual Healthcare
• Opportunity to work remotely and in-office under our Flex-Hybrid model.
• Advancement Opportunities
• Company-paid Group Benefits
• Competitive and Comprehensive Benefits including:
• On-Demand Pay, and more.
• Pension and Investment Plans

Xperigo is an equal opportunity employer. For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Xperigo of any accommodation(s) that you may require to ensure your equal participation. All personal information collected complies with the associated privacy act for the applicable province of work.