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Manager, Customer Care Retention
| Location: | Mississauga, Peel, Ontario, Canada |
|---|---|
| Job Type: | Permanent |
| Posted: | 5th Dec 2007 |
| Closing Date: | 2nd Jan 2008 |
| Posted By: | Vonage Canada |
| Details: | |
| Manager, Customer Care Retention An exciting opportunity within our Call Centre, you will contribute to the improvement of our Customer Care operations. We will tap into your superior people skills and encourage innovation. Are you interested in working in a high-growth, fast-paced environment? Do you have passion, energy, and the right combination of skills, experience and attitude? Then we want to hear from you. Position Purpose The Manager, Customer Care – Retention - will be responsible to maintain and ensure the Customer Care operation runs smoothly and efficiently. The Manager will assist this organization in reaching its full potential. Ensure all members of the team meet their KPI’s with the support, tools, and training needed. Reporting to the Director, Customer Care, your duties and responsibilities will include: • Analyze staffing needs for inbound and outbound coverage of phone and e-mail queues and proactively make adjustments when necessary in an effort to meet SLA’s and departmental KPI’s • Coach and develop staff to ensure that the highest degree of customer service is available to maximize sales and customer retention • Create processes that help improve the Customer & Employee experience • Make recommendations for continuous improvement to quality and efficiency in the contact centre • Provide leadership, direction and career development for Team Leaders and staff for Customer Care, UK Retention and UK Technical Support • Execute operational goals and drive results, ensure there is clear vision of companies’ objectives and values, demonstrate consistency of vision/mission/values at Vonage • Proactively identifies trends, training, and process improvement requirements • Calibrate; build strong relationships with other CRC support groups and peers • Oversee the recruitment and retention of customer care associates to ensure a healthy work environment Experience Required • Experience in the telecommunications industry preferred • 5-7 years experience as a Customer Care Manager in a Retention environment preferred • Proven leadership qualities with direct reports Education Required • University degree preferred Other Skills Required • Must be highly proficient in dealing with customers at all levels • Intermediate level MS Office • Excellent analytical skills, written and verbal communication skills, attention to detail, multi-tasking skills, supervisory skills, customer service skills and management ability • Ability to be self-motivated and inspire others and the motivation and desire to excel • Excellent creative and solution-oriented problem solving skills; flexibility • Ability to multi-task and cope with pressure in an exciting fast paced environment • Ability to create strategy plans for departments & direct reports • Proven ability in Performance management and Progressive discipline | |
| Sorry! This job is no longer active as the closing date for applications has passed. You can view other vacancies from this company (if they have any) by clicking on their name above, alternatively we may have some suggestions for similar vacancies listed below that might be of interest. | |
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