Position Summary

This position is accountable for enhancing the customer experience through agent

management and call center applications. In conjunction with other departmental

coordinators, for overseeing effective workflow distribution, agent responsiveness and quality

assurance to deliver refined customer service. This is a hands-on role that requires

exceptional interpersonal skills with the ability to lead by example and motivate fellow team

members.

Key Responsibilities:

• Handle customer escalations in a fast paced environment

• Acting as first level of management for the agents and overflow center

• Manage all call center applications

• Participate in special projects and initiatives as assigned

• Ensure timely resolution of all inquires

• Provides and documents performance feedback through managing side-by-side

coaching, performance reviews and goal setting

Supports and communicates business goals, quality standards, policies, processes,

and procedures

• Appropriately addresses human resource issues such as: attendance, interpersonal

conflicts in the workplace, performance; also consults and directs Department

Manager and/or HR for guidance as needed

• Achieve team performance objectives through an interactive presence by

directing/coaching monitoring and appraising job results and manage performance

when needed

• Participates in the interview process and makes hiring recommendations.

• Assist in training and orientation of agents

• Researching, analyzing and providing resolution to customer billing complaints

• Initiating and handling all inbound and outbound calls on delinquent accounts

• Escalating accounts according to Collections policies and procedures

• Displaying professional telephone etiquette when communicating with customers

• Report preparation and analysis

Qualifications:

• Preference for industry experience with Utilities, Telecommunications, or other large

consumer base businesses within North American juristictions (250k+ customers)

• 4+ years related experience and management of high performing teams

• Excellent collaboration skills to build strong working partnerships with stakeholders

• Industry or working experience with customer billing environments with large

transaction volumes such as Utility or Telecommunications

• Attention to detail and quality, strong time management and project/work planning

skills

• Excellent interpersonal and customer interaction skills to include communications,

presentation and conflict resolution skills

• Ability to manage conflict

• Strong problem-solving skills

• Detail oriented

• Ability to work in a fast-paced environment.

• Must have previous call centre experience in an inbound call centre environment

and/or experience with direct customer interaction in a service-oriented environment

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Life insurance
• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• AEC / DEP or Skilled Trade Certificate (preferred)