Job Title: Senior Customer Service Manager

Location: Vancouver, BC

I am working with a leading apparel brand who are looking for an experienced, driven and strategic Senior Customer Service Manager.

A key area of focus is to drive process transformation by developing, monitoring, and improving customer service processes and procedures in order to lead their team to world class success.

WHAT YOU DO

• Day-to-day operations of the department as they relate to staff management, coaching and mentoring.
• Leads a team of customer service representatives by inspiring, engaging and mentoring.
• Sets service targets and tracks, analyzes, and reports on performance.
• Monitors unusual or ambiguous calls, records statistics, user rates and KPI’s for the team.
• Manages recruitment of Customer service staff and manages the shift schedules.
• Evaluates performance and conducts reviews, providing timely feedback, performs needs assessments, identifies training needs, and plans training sessions.
• Develop service level agreements (SLAs) and ensures that SLAs are consistently met by the customer service team.
• Imbed a customer-centric approach in all areas of the department.
• Drives the short and long-term planning; evolving the team as the organization grows.

REQUIREMENTS

• 10+ years of professional experience in a high growth environment and proven success in overseeing a service department / call center environment
• Strong leadership, communication, people & coaching management.
• Highly energizing leader who is motivating, driven and can mentor and inspire their team
• Positive and can-do problem solver who can solve issues, create solutions and instill this throughout multiple teams.
• Tech savvy and knowledge of information technology systems, specifically in CRM.
• People management skills with proven leadership and coaching skills.
• Excellent oral, written communication and presentation skills; ability to listen, influence and collaborate across the organization
• Ability to analyze and report on call data and conduct performance tracking and reporting.
• Bachelor’s degree or equivalent service / call center work experience

If this sounds like you, please send me your resume today!