Overseeing and optimizing processes that contribute to an exceptional customer experience
Leading, coaching, and empowering the Customer Care Team
Ensuring orders are processed efficiently and inquiries are resolved promptly
Provide recognition, support, and coaching to team members, enhancing strengths and improving performance through regular connects and monthly one on ones
Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem-solving abilities
Manage and create team schedules, delegate tasks effectively, and handle performance issues promptly
Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met (e.g., quality, efficiency, and Net Promoter Score)
Handle escalated customer complaints or issues that agents cannot resolve
Implement best practices to maintain high standards of customer service, including call/email audits and communication monitoring
Work closely with other departments such as Sales, Purchasing, Logistics, Warehousing, to facilitate heightened customer inquiries and escalations when necessary
Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies
Conduct call and email audits, monitor communication channels, and implement best practices to maintain a high standard of customer service
Collect, analyze, and act on customer feedback to improve service processes and overall satisfaction
Analyze regular reports on team performance, customer satisfaction, and relevant KPIs for management review
Maintain adherence to company policies and procedures, ensuring proper complaint management protocols
Exercise discretion and sound judgment when handling sensitive employee or business information

Requirements

College diploma (or equivalent)
Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment
Previous experience in coaching, training, and motivating teams
Bilingual in English & French an asset
Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint): Ability to create and manage complex spreadsheets, reports, or presentations
Experience with SAP (or other ERP systems) is a strong asset
Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar) for managing customer interactions and workflows
Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools) to streamline customer support processes
Ability to quickly adapt to and learn new digital tools as they are introduced
Exceptional listening, problem-resolution and conflict management skills
Strong organizational abilities, including scheduling and volume management
Excellent written and verbal communication; ability to convey complex information clearly along with documentation as needed
Ability to handle multiple projects, prioritize effectively, and work under pressure in a fast-paced environment
Strong interpersonal skills; able to work both independently and collaboratively
Willingness to work rotational shifts within the operational hours of 7:00 a.m. to 6:30 p.m. EST, including managing tasks during essential weekend and holiday periods
Familiarity with department metrics (quality scores, response times, resolution rates) and the ability to analyze or act on those metrics

Benefits

Collaborative work environment with highly engaged employees
Market competitive compensation and benefits plan, including LTD & Insurance
DPSP match program
Annual Employee Appreciation Week
Paid vacation and personal days
Lifeworks® Employee Assistance Program (EAP)
Resources supporting mental, physical, family and financial well-being
Career growth and training programs
Open communication with Senior Leaders
Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
Employee referral program
Education support programs
Fitness subsidy
Recognition programs
Social activities
And much more…

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicecoachingtrainingperformance analysisproblem-solvingschedulingconflict managementreport creationKPI analysisbilingual (English & French)

Soft Skills

leadershiporganizational abilitiescommunicationinterpersonal skillsadaptabilitylisteningprioritizationcollaborationtime managementdiscretion

Certifications

college diploma