Overview

WIND Mobile Team Manager – Process Support Full Time in Queens, PE

WIND Mobile

Branch Queens PE CA

Position:
Team Manager – Process Support
Location:
Queens, PE

Support the teams by providing support, guidance, and solutions. Make customers happy. Ensure the implementation of established processes and procedures of…

Why join WIND Mobile!

This isn’t just a job. It’s a chance to bring about a brand new day in Canadian wireless! We are Canada’s newest national provider of wireless communications services. We are providing voice, text and data services to Canadians on a next-generation GSM network.

This is a company that’s going to succeed by doing what its competitors haven’t been able to do: make customers happy. We’re building a brand they’ll stay with because they want to, not because they have to.

Same goes for employees. We believe that you can’t have happy customers without a passionate, motivated team. So we’re going to spend as much time and energy on creating a rewarding and fulfilling employee experience as we are on creating an unforgettably positive customer experience.

Want to be part of a brand new day in Canadian wireless? Then be part of WIND Mobile.

We are currently recruiting for a Team Manager – Proess and Support to join our Mississauga Call Centre on a FULL-TIME basis, who can do the following for our customers:

Basic Functions

  • Provide ongoing performance analytics, for all customer care line groups, processes and systems.
  • Manage vendor interaction by accurately tracking issues/concerns and driving action items towards resolution
  • Prepare and analyze daily, weekly, and monthly reports and metrics for all line groups, processes and systems while providing background on issues and recommendations.
  • Participate in the development of policies and procedures and sharing of best practices to enhance operational efficiencies and the overall Customer experience, by acting as an inter- and intra-department and Company liaison.
  • Foster a Customer and Employee centric culture within the Call Centre in alignment with organizational values.
  • Participate in the development of policies and procedures and sharing of best practices to enhance operational efficiencies and the overall Customer experience, by acting as an inter- and intra-department and Company liaison.

Direct Reports

  • Process & Support Analyst

Main Duties and Responsibilities

  • Supervise and manage all aspects of performance for all line groups and KPIs across the operation, including impacts to SL, ACR, ASA, trends and corrective measures
  • Analyze trends using available reporting streams to better understand impacts to call and ticket volume.
  • Develop presentation material for management, outlining common issues, next steps and prepare action plans
  • Coordinate activities with cross functional teams throughout the operation in order better prepare / maintain KPIs
  • Maintain frequent contact with counter parts in vendor operations to understand performance impacts, ongoing issues
  • Support all LOBs where needed – keeping teams updated on issues, initiatives and extracting feedback through weekly/biweekly team meetings.
  • Kick start initiatives geared to enhancing overall efficiencies across the operations
  • Provide representation to cross functional teams when called upon.
  • Liaise with internal and external customers, vendors and departments to support the growth and change of the company where required and implement best practices so to gain efficiencies and alignment amongst departments.
  • Lead the career and skills development of direct reports, by creating Personal Development Plans (PDPs) with your team members, so to identify any areas of development both individually and for the overall team.
  • Evaluate, coach, and train direct reports to develop their skills, improve their performance, and increase productivity – through weekly documented coaching sessions to discuss strengths and areas of opportunities and by providing daily floor support for employee and customer escalations alike.
  • Continually update teams on the latest promotions, SOP changes, and customer service requirements.
  • Ensure the implementation of established processes and procedures of customer support.
  • Manage compliance to established processes and procedures of the company.
  • Support the teams by providing support, guidance, and solutions.
  • Administer progressive disciplinary process with direct reports where necessary by properly engaging HR.
  • Maintain updated documentation of all coaching, performance management, and disciplinary activity.
  • Manage the distribution of the work load amongst the team.
  • Communicate trends to the Management Team to drive product, process, and policy improvements.
  • Recommend, develop, and improve processes to maintain the highest level of customer satisfaction and accuracy.
  • Ensure the implementation of established processes and procedures of customer support.
  • Other duties as requested by the Operations Manager.

Qualifications and Skills

  • Leadership – the ability to motivate and empower agents to perform at their best
  • Cooperation — being pleasant with others on the job and displaying a good-natured, cooperative attitude
  • Reliability — being responsible, dependable and fulfilling obligations
  • Service Orientation — create solutions that are in the best interest of the customer

Experience

  • 5+ years of Supervisory experience in a Call Centre environment.
  • 1+ years of vendor management experience
  • Previous experience in the wireless industry an asset.
  • Cross-functional departmental knowledge and experience in multiple Call Centre environments

Education

  • Bachelor’s degree an asset

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Queens, PE, CA
Posted on: 2015-05-22
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