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
Conduct onboarding for new hires and ongoing training for existing staff
Manage and create team schedules, delegate tasks effectively, and address performance issues promptly
Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met
Handle escalated customer complaints or issues that agents cannot resolve
Implement best practices to maintain high standards of customer service
Work closely with other departments to facilitate heightened customer inquiries and escalations when necessary
Identify workflow inefficiencies and propose/implement solutions
Analyze regular reports on team performance, customer satisfaction, and relevant KPIs
Maintain adherence to company policies and procedures

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
Bilingualism with professional fluency in French & English required due to the scope of this role
Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint)
Experience with SAP (or other ERP systems) is a strong asset
Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar)
Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools)
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)

Benefits

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 serviceleadershipcoachingtrainingbilingualismMicrosoft OfficeSAPCRMticketing platformsKPI analysis

Soft Skills

problem resolutionconflict managementorganizational abilitiescommunicationinterpersonal skillsadaptabilitytime managementteam empowermentperformance managementscheduling

Certifications

college diploma