Manager, Customer Support

Are You Ready to Join Our Dynamic Team?

We are seeking a Manager of Operations Customer Support to join the Customer Support team who will be responsible for operations and the effective management of the customer support environment at Seneca which includes all digital customer service channels (portal, chatbot, social media, live agent) and in person elements through the Service Hubs on all campuses.

Reporting to the Director, Customer Support, is responsible for developing the long-term strategy for the successful expansion, improvement, management and maintenance of the portfolio and for direct oversight of all human resources related matters in the customer support environment, while promoting equity, diversity, and inclusion.

Here's What's on Your Horizon

Here's a look at the key responsibilities that will shape your path, setting you up for success and fulfillment in your new position.

Get ready to dive into a role that promises growth, challenge, and the opportunity to make a meaningful impact.

Leadership

• Provide leadership and direct supervision to all Service Hub representatives, including recruiting, training and performance management.
• Responsible for next-level problem resolution in the customer support environment.
• Work closely with Deans, Chairs, Directors and other stakeholders to align customer support with changing policy / procedure / operations across campus.
• Review service workflows and identify the need for improvements to service areas on campus, working collaboratively to find solutions to improve the customer experience.

Operations / Management

• Monitor services digitally and at all campuses to ensure operations are running within regulatory guidelines and established policies and procedures.
• Manage staff and all operations to ensure service delivery is at the highest possible standard and fills the needs of stakeholders.
• Develop policies and procedures to ensure quality and uniformity of services across all campuses.

Project Management and Planning

• Research industry trends and best practices in developing new initiatives and / or making process improvements and provides input and recommendations to the Director, Customer Support.
• Support change in the department through the creation of business plans to initiate change.
• Develop communication, implementation and assessment plans for all approved business plans.
• In conjunction with Purchasing Services, lead in RFP development, vendor selection and contract renewals for the assigned RCs.

Join Our Team

Qualifications

Education

• Hold a post-secondary credential such as Diploma or Degree in a related field.
• Project Management / Change Management certification is an asset.

Experience

• Five (5) years of progressive management experience overseeing complex services, business operations, budgets, human capital and collective agreements.
• Proven experience developing RFPs, Service Level Agreements, negotiating and managing contracts in educational or government environment.
• Proven experience managing client relationships including decisive decision-making and conflict resolution with internal and external customers.

Skills

• Strong client services skills, ability to make decisions and resolve conflicts as they arise.
• Ability to manage complex relationships and duties that cross multiple departments in a diverse institution.
• Interpersonal skills and proven ability to work with and motivate diverse, unionized and non-unionized employee groups.

Note : Will be required to travel to our 3 campuses

A skills assessment test may be administered during the recruitment process.

As part of our commitment to dismantling barriers to success, Seneca may consider applicants with an equivalent combination of education and experience.