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Manager- Customer Service

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Canada

Offer summary

Qualifications:

Bachelor’s degree in business administration or related field, Minimum 3 years in customer service roles, 2 years managerial experience, Familiarity with external vendors and service management best practices, Proficiency in Microsoft Office and customer service software, Fluency in English; French is an asset.

Key responsabilities:

Ensure customer satisfaction and operational efficiency
Supervise external customer service vendor and internal teams
Develop customer service roadmap and implement coaching practices
Track performance metrics and manage customer service budget
Handle complex escalated issues and oversee 3rd party operations

Canadian Red Cross Non-profit Organization - Charity XLarge https://www.redcross.ca/

10001 Employees

See more Canadian Red Cross offers

Job description

Title: Manager- Customer Service

Employment Status: Permanent Full Time

Employee Working Location: Remote (Canada)

Salary Band: $57 113 - $83 289/year

The Canadian Red Cross (CRC) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

Reporting to the Director, the Manager will be responsible for ensuring customer satisfaction, optimize operational efficiency and put in place processes that facilitate the ease of use of the Learning Ecosystem. Your role will involve supervising an external customer service vendor, managing our internal Tier 2 and collaborate with Tier 3 teams , overseeing team training, and providing guidance based on data-driven insights. You will lead our agents and teams in utilizing our knowledge base to enhance client awareness of self-service options. Additionally, you will spearhead the execution of training plans, align roadmaps with business outcomes, implement coaching practices to achieve identified department key results and communicate progress during leadership briefing sessions.

In this role you will:

Develop a customer service roadmap focused on enhancing one-call resolution by integrating industry best practices and the use of specialized software.
Collaborate in the enhancement of our agent knowledge base to help agents quickly find answers to common issues and identify gaps in process.
Participate in resource planning and decision-making, collaborating with other divisions to ensure the customer service team is prepared to support the launch and future releases.
Plan for the use of AI and automation tools to handle routine inquiries, freeing up agents for more complex issues.
Enhance IVR routing calls efficiently and provide self-service options for customers.
Manage the effectiveness of the internal intake form requests based on customer feedback.
Develop and implement strategies to improve customer satisfaction and retention rates.
Implement skills-based call routing to ensure customers are directed to the most qualified agent for their specific issue.
Gather and share trends from customer interactions that inform our teams of system issues, report on key department results, program issues and changes in the industry.
Prepare virtual events, training plan and provide ongoing training to motivate agents to assist users in utilizing the self-service options, offer screen sharing, refer to our Zendesk chatbox embedded on all platforms providing guidance on our external/internal knowledge bases (ie. Zendesk and Confluence)
Manage the customer service budget and look for operational efficiencies.
Execute on key learnings from external customer satisfaction surveys, mystery shopper programs and other initiatives designed to test the responsiveness and servicing capacity of the team
Track and report key performance metrics related to customer service operations such as customer satisfaction, response and resolution times, first contact resolution rate and ticket volume.
Monitor accuracy of reporting and measure service metrics and volume to ensure quality standards, improvements, or workflow changes and resource allocation.
Gather and share trends from customer interactions that inform P & S teams on system issues, program information and changes in the industry.
Offer clear guidance on the escalation process for Tier 1 issues and ensure effective knowledge transfer from Tier 2 to this support team by regular feedback loops and ad-hoc training sessions.
Handle complex escalated customer service issues and oversee the daily operations of a 3rd party call center department.

We are looking for:

Bachelor’s degree in business administration or a related experience.
Minimum of 3 years of experience in customer service, with at least 2 years in a managerial role.
Experience working with external vendors as part of a holistic business solution.
Strategic vision for a service centre with the ability to set a long-term roadmap.
Ability to communicate in a concise manner with presentation tailored to audience.
Influential and persuasive based on data driven decision making and business value.
Articulate key messages that resonate with different stakeholders and audiences with an ability to build consensus.
Knowledge of industry best practices and standards for service management.
Ability to work effectively in a fast-paced environment and manage multiple priorities.
Excellent problem-solving abilities and attention to detail.
Teamwork, planning and change management skills.
Ability to build a cohesive team by coaching and developing your team effectively.
Proficiency in Microsoft Office and customer service software.
Experience in e-commerce or the service industry is an asset.
Fluent in English writing and oral communication – French is an asset.

Working Conditions:

This is remote role with potential for in person meetings/travel.
As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

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