Job Purpose:
Manage the customer interactions of a team up to 20 associates. Ensure consistent customer service for our customers by empowering associates to provide superior customer service and by providing the resources, support and information necessary for associates to achieve this goal. Motivate and develop associates. Increase sales revenue by tracking and coaching associate sales behaviors. Develop strategies for converting information calls into actual sales.
Job Duties:
• Demonstrate the Guiding Principles of Leadership in all interactions.
• Build an empowered associate team through coaching, including completing assessments, monitoring contacts, providing feedback, analyzing and responding to data collected. Driving superior customer service at the individual and team levels.
• Communicate all pertinent information in an organized, logical and timely manner within all levels in the organization.
• Motivate and develop associates by providing a supportive, challenging work environment that offers opportunities for growth, advancement and recognition.
• Manage all resources effectively to support the Customer Service Organization’s goals. Achieve results in an ethical manner.
• Interview and hire associates. Write performance appraisals and administer discipline as necessary
Note: The job detail above reflects the general details pertaining to the role; additional duties of a similar accountability may be added or deleted from time to time. This detail should not be construed as a detailed description of all the work requirements that may be inherent in the job.
• Build an empowered associate team through coaching, including completing assessments, monitoring contacts, providing feedback, analyzing and responding to data collected. Driving superior customer service at the individual and team levels.
• Communicate all pertinent information in an organized, logical and timely manner within all levels in the organization.
• Motivate and develop associates by providing a supportive, challenging work environment that offers opportunities for growth, advancement and recognition.
• Manage all resources effectively to support the Customer Service Organization’s goals. Achieve results in an ethical manner.
• Interview and hire associates. Write performance appraisals and administer discipline as necessary
Note: The job detail above reflects the general details pertaining to the role; additional duties of a similar accountability may be added or deleted from time to time. This detail should not be construed as a detailed description of all the work requirements that may be inherent in the job.
Job Knowledge/Experience:
• 3-5 years supervisory experience.
• University Degree with a focus on Business, Communication or Call Centre Management an asset.
• Interpersonal and motivational skills to communicate, coach, discipline and reward behavior in a positive manner.
• Knowledge and experience of coaching techniques to drive performance improvements.
• Knowledge and application of analytical techniques to determine root cause and apply appropriate intervention to achieve improved performance.
• Interviewing and hiring skills.
• Ability to work as part of a team.
• Ability to see the “big picture” and make appropriate decisions based on relevant information.
Shift
1. 9:30 am – 6:00 pm Mon– Fri, rotating approx every 5th Saturday with day off through the week
2. 8:00 am – 4:30 pm Tuesday – Friday, and 8:30 am – 5:00 pm Saturday
In addition to a competitive compensation package we also offer other attractive benefits and practices which include some of the following:
- Comprehensive Flex benefits
- Continuous training and development for associates
- Advancement opportunities based on performance
- Workplace Wellness Programs
- Employee Stock Purchase Plan
- Employer contributions to an RRSP program
- Employee Assistance Plan
- Employee Recognition
- Computer Purchase Plan
- Associate Discounts
- Continuous challenges & fast paced environment
- Opportunity to make a real difference
- A company that really values your contribution
At Staples Inc. we believe all our associates want a company they can be proud of and committed to; where all of us have an opportunity to contribute, learn,grow and advance, based on our individual work. We believe all Associates want to be and should be respected, treated fairly, listened to and involved. We want satisfaction from our accomplishments and friendships, balanced personal and work lives, and to have fun at what we're doing.
**We are one team. We Live our values, support each other and deliver results.**
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