Team Manager, Customer Service - 18 Month Contract

Position Summary:

The Team Manager, Customer Service provides proactive leadership in a fast-paced call center environment. The position requires the ability to lead the team in achieving key performance indicators while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a “lead by example” approach in hitting targets and holding themselves and their teams accountable for World Class performance. The position includes engagement in hiring, training, coaching, other administrative activities and requires effective interpersonal and oral/written communication skills. This individual develops and maintains systems and processes and is a liaison between department and management. It is also critical that the Team Manager develops and maintains a positive work environment and culture.

Direct Relationships:

• Director, Customer Operations
• VP, Customer Operations
• Manager, Customer Experience

Duties and Responsibilities:

• Attend regular leadership meetings, professional training, and seminars.
• Ensure customer Service standards, SLA’s and production objectives are met through coaching, mentoring and the day-to-day development and recognition of assigned team members.
• Responsible for resolving customer service escalations and ensuring customer satisfaction is achieved.
• Prepare and analyze production reports such as coaching logs, monthly/quarterly reviews, call quality & training evaluations and ensure they are coached back in a timely manner.
• Assist the Manager, Customer Operations with employee performance management (i.e., attendance, and payroll administration, departmental goals and objectives, team performance, performance management including, investigations, discipline and recruitment and staff development) and liaise with Human Resources.
• Other duties as assigned.
• Review employee metrics to ensure call centre job standard objectives are achieved including but not limited to Quality, First Call Resolution, Customer Satisfaction, productivity per hour standards and call handling KPI’s.
• Conduct regular team meetings to review personal strengths and weaknesses and assist team members with their career path options.
• Review team financial adjustments and ensure corporate policy is adhered.
• Monitor and review audited financial adjustments to ensure corporate policy is adhere to accurately and in a timely manner.
• Responsible for the knowledge transfer of new and existing policy & procedures.
• Facilitate training and or departmental cross-training, share best practices and general communications to team.
• Work with the workforce group and management to ensure department standards, objectives, process improvement and system issues are addressed.

Qualifications:

• French Bilingualism an asset.
• Demonstrated leadership qualities, organization, time management, sound judgment and decision-making skills and a team player.
• Ability to identify training requirements or process improvements and make recommendations for development to customer service management.
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) and experience with CRM.
• Demonstrated ability to collaborate, listen, identify, evaluate, and take initiative consistently.
• Customer Service focused.
• Ability to excel in a fast-paced environment, meticulous attention to detail, able work under pressure in a structured environment and meet tight deadlines.
• 2- 3 years supervisory experience required in an inbound call centre or customer service environment.
• Completion of post-secondary education or equivalent work experience.
• Strong ability to coach, motivate and recognize staff on their achievements.

Our Offer

• Hybrid with flexible working hours
• Competitive vacation package
• Competitive salary, bonus structure
• Continued education budget
• Expect excellence: Collaborative team, learn, and grow with a high-performance team.
• Free 407 ETR usage (taxable benefit)
• Community culture

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

Canada Pension Plan Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);

Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (43.23%); and

SNC-Lavalin (6.76%).

We’re a majority Canadian owned company and employ over 460 Ontarians. Learn more at 407etr.com

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.