Temporary GM, Customer Service Centre

General Manager

ESA Customer Service Centre

18 month Temporary Role

POSITION DESCRIPTION

Manages the day-to-day operations of the Customer Service Centre. Implements approved policies, develops procedures and processes to ensure a high level of service is provided to the customers. Designs and develops effective customer service practices and measurements to resolve escalated customer issues. Leads and Supervises clerical staff working in the Customer Service Centre. Provides information and recommendations to develop strategies, policies, procedures, business plans and budgets for the operation of the Customer Service Centre. Responsible for operation and maintenance of the information systems in the Customer Service Centre. Ensures that appropriate training on customer service systems, programs and processes is developed and delivered to the staff in the Customer Service Centre. Creates and publishes comprehensive management reports and oversees all operational and maintenance issues of the customer service centre facility. Resolves escalated customer problems.

ROLE DESCRIPTION

• Manage the day-to-day operations of the multi-channel Customer Service Centre.
• Implement approved policies and develop procedures and processes to ensure a high level of service is provided to the customers. Work with technical and I.T. team to ensure appropriate technological infrastructure is in place to achieve improvements and efficiencies in customer service.
• Design and develop effective customer service practices and measurements.
• Develop and implement service level commitments for the various customer channels and work with People & Culture, and VP to manage seasonal workloads with a flexible staff retention and development plan.
• Make recommendations for process improvements and implement approved changes.
• Manage the approved budget and budget forecasts to ensure the call centre operations attain and exceed service and revenue objectives.
• Work closely with staff to understand customers’ issues and resolve escalated customer problems.
• Supervise, and be responsible for, clerical and professional staff working in the Customer Service Centre by planning, organizing and scheduling their work, providing advice, guidance and direction as necessary.
• Develop, implement and maintain detailed work methods for staff, and empower them to attain optimal work performance.
• Act as a coach and facilitator to create and sustain a co-operative and supportive team environment, actively working with staff to enhance and develop their skills and provide support and counselling on career planning.
• Provide day-to-day interpretation and application of the negotiated agreements with bargaining agents as they affect the rights, obligations and working conditions of employees.
• Track staffing, determine staffing needs, and partner with People & Culture to develop and implement resource planning annually.
• Make effective recommendations on human resource issues, including hiring, discharge and discipline, and effectively resolve work performance problems. Provide clear expectations and performance measures, meaningful feedback and recognize and reward achievements.
• Provide information and recommendations to develop strategies, policies, procedures, business plans and budgets for the operation of the Customer Service Centre.
• Provide support for the development and implementation of evolving strategic initiatives.
• Responsible for operation and maintenance of the information systems used in the Customer Service Centre. Supervise professional staff performing system management, software installation and upgrades and troubleshooting of system problems.
• Ensure that appropriate training on customer service systems, programs and processes is developed and delivered to the staff in the Customer Service Centre. Work with internal and external training personnel to ensure the training is appropriate and effective and enhances the service to the customers. Supervise professional staff developing and performing the customer service training to staff.
• Create and publish comprehensive management reports and statistical data to ensure the call centre results are understood for both internal and external stakeholders. Develop the format of reports to provide clear and concise information that addresses stakeholders’ needs.
• Provide subject matter expertise in the customer intake process for ESA.
• Responsible for clerical and administrative services in the Customer Service Centre.
• Manages complex customer situations, including customer escalations.
• Leads various projects and initiatives related to the Customer Service Centre, Operations and Customer Experience.
• Oversee all operational and maintenance issues of the call centre facility.
• Work with facility manager and maintenance staff to resolve problems. Forward recurring problems and lease issues to the supervisor for resolution.
• Attend a variety of local and off-site meetings to integrate the Customer Service Centre operations with the rest of the organization and to ensure the stakeholders’ needs are being met.
• Responsible for contributing to strategic level discussions as a member of the Operations Management team, with a lens to Operations and ESA business impacts.
• Responsible for contributing to Senior Management Team-level discussions and contributing relevant information of Call Center operations.

QUALIFICATIONS

REPORTING RELATIONSHIPS